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Service Desk Manager

1 month ago

Eight Mile Plains, Australia MAX Solutions Full time

Overview

Responsibilities

About MAX

MAX Solutions is a national organisation that delivers employment, health and training services. We deliver proven solutions to support individuals, business and the Australian Government achieve outcomes that benefit the community. We are an industry leader focused on innovation for improved performance and results. We work hard to give every person, every chance. We are empowered to achieve our goals. Come and discover the MAX way – so different to where you have been

About the opportunity

Based in Eight Mile Plains, the Service Desk Manager will oversee service desk staff and the daily operations of the service desk and ensure that end users are receiving the appropriate assistance with high levels of customer service and satisfaction.

Manage and mentor a Service Desk team to deliver on service level agreements Ensure team are following procedures related to the identification, prioritisation, resolution of all support requests within the agreed business support service levels. Develop, manage, measure and report on key service-level metrics Leverage service desk best practices and using ITIL process framework to drive continual process improvement Design and enforce request handling and other team specific policies and procedures Analyse performance of Service Desk activities and documented resolutions Identify problem areas and deliver solutions to enhance quality of service and to prevent future problems Respond to customer requests and incidents in a timely and professional manner Be the first Management escalation point for users, colleagues/staff Strive for continuous improvement of the incident management process and the integration of the incident management process.

About you

Proven experience managing a successful Service Desk team or technical environment supporting a large customer base Extensive knowledge of ITIL methodology and experience implementing change Knowledge and understanding of best practices for service desk management Handson on experience with Service Desk and remote control software Customer service oriented with problem solving attitude BSc degree in Computer Science, Information Technology or relevant field ITIL Qualifications Hold or have the ability to obtain a current Police Clearance and Working with Children Check

Diversity and Inclusion

We are proud to hold the Workplace Gender Equality Agency (WGEA) Employer of Choice Citation and be a recognised Disability Confident Company.

At MAX, we value diversity – in the backgrounds, ideas, work styles and perspectives of our team. We strongly encourage people with disability, Aboriginal & Torres Strait Islander people, mature aged workers and people from culturally and linguistically diverse backgrounds to apply.

We adhere to the National Principles for Child Safety and require all team members to be committed to child safety and well-being. Our induction and training will provide you with these principles, including having an understanding of children's developmental needs and culturally safe practices.

Next steps

If you have a passion for helping people please click "apply" to find out more about the role. If you require an adjustment to the recruitment process for reasons of equal opportunity, please call a member of our Recruitment Team on or email before you submit your application.

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