Service Desk Manager

976153
- Osborne
- Information Technology
- Full time
- Closing on: Aug 14 2025

ASC is Australia's submarine company. We built the Royal Australian Navy's Collins Class submarines, sustain them, and are now delivering their Life of Type Extension to increase the boats' service lives. We have also been selected by the Australian Government to sustain and jointly build the nation's nuclear-powered submarines - the largest and most complex industrial undertaking in Australia's history.

Our work is interesting and meaningful, contributing directly to Australia's national security. We offer rewarding roles that provide the opportunity to grow your career, and the flexibility to balance life and work. A career at ASC is like no other, delivering a deeper purpose we can all be proud of.

**About the Opportunity**:
The IT Service Desk Manager plays a critical leadership role in overseeing the day-to-day operations of the IT Service Desk, ensuring the delivery of high-quality technical support to end users across the organisation.

**Responsibilities**:

- Leading a team of IT support professionals, managing incident and request fulfillment processes, and driving continuous improvement in service delivery.
- Balancing urgent incident response with strategic improvement initiatives in a high-demand, dynamic environment.
- Communicating effectively with a wide range of stakeholders from end users to senior leaders, often translating technical issues into business language.
- Leading service delivery transformation, including process optimisation, automation and self-service initiatives, while maintaining day-to-day operational stability.
- Building, developing and retaining a skilled support team, while fostering a culture of accountability, learning and customer service excellence.
- Navigating evolving technologies (e.g., cloud services, modern workplace tools) and ensuring the Service Desk can adapt to and support these changes effectively.

**About You**:

- Proven leadership experience managing a Service Desk or IT support team, with a strong focus on customer service delivery.
- Deep understanding of IT Service Management (ITSM) frameworks, particularly ITIL, with experience in implementing and improving support processes (e.g., incident, request, problem management).
- Strong technical knowledge of end-user computing environments, including Windows OS, Microsoft 365, hardware (PCs, laptops, printers) and mobile devices.
- Experience using ticketing and service management tools (e.g., Jira Service Management) to manage workloads and monitor performance.
- Ability to analyse trends, report on service desk metrics and drive continuous improvement initiatives.
- Experience in managing service escalations, prioritizing incidents and ensuring timely resolution of technical issues.
- Knowledge of remote support tools and techniques, with the ability to support a hybrid or distributed workforce.
- ITIL Foundation certification or equivalent knowledge of IT Service Management frameworks.
- Relevant technical certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or similar (preferred).
- Demonstrated experience with Microsoft 365, Azure Active Directory, and Intune in an enterprise environment.

**Eligibility**:
This role requires a current National Police Clearance and an Australian Defence Security Clearance to a NV1 level. Your eligibility for this role is dependent on you obtaining and maintaining such clearance.

To check your eligibility please visit the Australian Government Security Vetting Agency website.

**Benefits**:

- Unique and challenging work with a deeper purpose.
- Flexibility over how, when and where you work for the best work/life balance.
- Up to 10 days additional leave every year so you can rest and recharge.
- Generous parental leave so you can give your family the focus it deserves.
- Subsidised childcare to ease the financial pressure on your family.
- Health and wellbeing initiatives so you can perform at your best at work.
- Professional development opportunities to advance your career.
- A diverse and supportive environment where you can thrive.
- Discounts and exclusive offers from leading Australian brands to help you save.

Adelaide, South Australia (SA), combines cosmopolitan living with natural beauty, featuring picturesque hills, renowned wineries, and stunning coastlines. As a centre for innovation, SA offers careers in defence, space and advanced manufacturing. Celebrated for its Mediterranean climate and cultural richness, Adelaide provides excellent work-life balance. Explore world-class wineries, enjoy the vibrant food scene, and experience affordable, family-friendly living in a welcoming, community-oriented city.

**About ASC**:
Established in 1985, ASC's 2500-plus staff offer a depth of submarine design, project management, supply chain, construction and engineering experience and expertise that is unparalleled in Australia's defence industry.