IT Service Desk Manager

Novum Global

Melbourne, VIC
Permanent
Full-time

27 days ago

You will be responsible for overseeing the IT Support Services Desk, ensuring the delivery of high-quality technical support which meets pre-defined SLAs. You will lead a team of support technicians, providing guidance, training, and mentorship to ensure optimal performance and end user satisfaction.Call recording, problem escalation and monthly reporting are used to ensure the highest standards of service are delivered by the team. In addition, induction and application training is an important element for continuous improvement of the user experience.Key to your role will be an ability to proactively interact and communicate with key users to continually monitor the delivery processes of the Service Desk Team.Included in your role will be the need to provide project management for IT refresh projects. This will include product identification, supplier, and resource coordination. Projects require effective planning and management of deliverables, resources, risks, and communication.The position is a full-time role based in the Melbourne CBD and requires a National Police check.Key Responsibilities:

Lead and manage the IT support services desk team, including hiring, training, and performance management.
Oversee the day-to-day operations of the support services desk, ensuring timely response and resolution of technical issues.
Act as a point of escalation for complex support cases, providing guidance and assistance to support technicians.
Develop and implement best practices for incident management, problem resolution, and service delivery.
Collaborate with third party providers to ensure seamless coordination and communication.
Monitor and analyse support desk metrics and KPIs to identify areas for improvement and drive performance enhancements.
Foster a culture of excellence, customer focus, and continuous improvement within the support services desk team.
Develop and maintain strong relationships with users, ensuring their needs are understood and addressed effectively.
Project management for IT refresh projects.

Technical Skills / Knowledge:

Proven experience with at least 2 years in a supervisory or managerial capacity.
Strong technical background with expertise in troubleshooting hardware, software, and network issues.
Experience supporting server operating systems such as Microsoft Windows Server 2016, 2019.
Experience supporting the full Microsoft Office 365 product suite.
Experience with Active Directory and Group Policy.
Understanding of Network Fundamentals, including DHCP, DNS, VLANS, Switching, Wi-Fi (Cisco CCNA or equivalent experience highly desirable)
Experience working within a virtual environment.
Excellent presentation and communication skills, with the ability to convey complex technical concepts to non-technical stakeholders.
Demonstrated leadership abilities, with a track record of building and motivating high-performing teams.
Solid understanding of ITIL principles and practices.
Demonstrable experience in IT project management.
Experience with help desk or service desk software.
Relevant certifications such as ITIL or Microsoft Certified, Azure Administrator Associate would be a plus.

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