Service Desk Manager

The Service Desk Manager is a key leadership role overseeing the performance growth and strategic direction of a multinational IT service desk. This role combines strong people management with technical expertise to assess risks resolve challenges and drive continuous improvement across global teams.

The Manager ensures highquality support across diverse regions fosters collaboration and promotes a culture of accountability and professional growth. With a focus on service performance they proactively identify risks advocate for process improvements and collaborate with IT leadership security and infrastructure teams to enhance service reliability.

Using datadriven insights the Service Desk Manager optimises workflows refines knowledge management and implements automation to increase efficiency. Above all they unite the global team under a shared vision ensuring seamless cohesive operation to deliver exceptional IT service.

Key Responsibilities:

• Oversee IT support operations ensuring efficient ticket management issue resolution and SLA compliance. Drive process improvements automation and knowledge management.
• Monitor key performance metrics manage risks and optimise workflows using datadriven insights.
• Lead mentor and empower a highperforming global team. Foster a culture of growth accountability and continuous improvement.
• Partner with IT leadership security and infrastructure teams to align service delivery with business goals.
• Navigate crossregion challenges promote consistency and tailor communication for impact.
• Set and track OKRs/KPIs ensuring transparency efficiency and alignment with organisational objectives.

Qualifications :

• Bachelors degree in Information Technology Computer Science or a related field; relevant certifications (e.g. ITIL HDI CompTIA A) are a plus.
• 710 years of experience in IT support or service desk operations with strong leadership experience ideally in multiregional teams.
• Expertise in troubleshooting a wide range of hardware software and network technologies with the ability to quickly resolve issues.
• Solid understanding of IT service management principles and frameworks (e.g. ITIL) with handson experience using IT service desk tools.
• Ability to thrive in a fastpaced dynamic environment and manage multiple priorities while meeting deadlines.
• Proven track record in leading remote teams across different regions and cultures.
• Experience in KPI and SLA reporting with the ability to analyze data drive performance improvements and support decisionmaking.
• A commitment to staying uptodate with industry best practices and evolving technical knowledge.

Additional Information :

Youll be joining a highly motivated agile team where your ideas and work will directly influence the direction and progress of an expanding global company in a hypergrowth phase. We pride ourselves on our collaborative and driven culture and offer opportunities for advancement to high achievers.Other benefits include:

• Gaining access to SAGED courses and more through the Greenhouse learning platform fostering continuous growth and development.
• Enjoying discounts with over 450 retailers through our Reward and Recognition platform.
• The freedom of a fulltime workfromhome role.
• Access to coworking spaces in Sydney Melbourne Brisbane and select regional cities.
• Mental health support through our wellbeing platform Unmind.
• A private health insurance discount through Medibank.
• Up to 8 weeks of paid parental leave.
• Swag kits to celebrate key milestones in your journey with us.
• Enhance your home office with our work from home equipment allowance benefit.
• Being part of one of the fastestgrowing industries in Australia improving the lives of hundreds of thousands of patients.

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We are committed to facilitating a barrierfree recruitment process and work environment. If you require any accommodations we welcome you to let us know so we can work with you to participate fully in our recruitment experience.

Remote Work :

Yes

Employment Type :

Fulltime