Service Desk Manager

at  Harvey Nash

• WFH - Hybrid - Melbourne, Sydney Or Queensland Office
• Amazing Benefits
• Excellent Career Progression - Training, Certifications & Laptop

Global Business, Listed on the Stock Exchange. Strong Track Record, exciting projects, advanced technology & innovative collaboration. We are hiring a Service Desk Manager to unify a team of x15 & improve Incident & Problem Management function. You will use your big-picture thinking, practical ITIL execution & excellent people skills.

• Hybrid – Work from Home and Office
• Sydney, Melbourne or Queensland Office Location
• $120k Plus super & Impressive Benefits Package
• High Growth Environment offers fast track career potential

Looking for someone passionate about driving continuous improvement, advocate, enhance & further implement effective operation process (ITIL, Incident Management, Automation, SLA/KPI, staff on-boarding/off-boarding etc).

Your Experience:

• Excellent communication; Proactive, innovative and critical thinking
• 4 years+ Demonstrated Helpdesk Management experience – Level 1 & 2 Analysts (man-management, hiring, appraisal/disciplinary etc)
• Currently working in an ITIL environment
• 3+ years within ITIL aligned IT Service Desk / delivery environments
• Proven experience of uplifting service desk teams; Coaching, management, motivation, training, upskilling etc.
• Ability to ‘take the load’ & act as a right hand man to the IT Ops Manager (your manager). Be an independent manager without hand-holding!
• Experience to improve & maintain IT Service Management processes, practices & reporting systems.
• Be keen and able to asses and understand “impact” quickly.
• Understand the technical outcomes of support teams within Microsoft environments.
• Demonstrated technical background. Skills, including several of the following - Microsoft infrastructure (Azure AD, Windows Server, Remote Desktop Servers, Intune, Office 365)

• Manage day to day operations & the staff of x15 on the service desk (L1 & L2).
• Manage BAU tasks, requests and incidents through ITSM tool
• Drive innovation; Lead a road map of process improvement & automation
• Improve documentation, how-to guides & ensure team are adopting this way of working
• Act as escalation point for the team & also across the business for high-priority incidents.
• Collaborate on the implementation of process improvements for service delivery - KPI’s, SLA’s, Workflow etc
• Produce & maintain service management processes through business analysis, toolset and documentation alignment
• Analyse monthly service metrics and identify service improvement initiative
• Identify trends & advise Head of IT infrastructure on areas for improvement
  Apply now - We aim to call back in 48 hours!