Service Desk Manager

Service Desk Manager (SYD)

Your role

At Allens our business teams are also specialists in their field using their unique knowledge and expertise to solve critical client and business challenges.

Youll join our Customer Services team within IT working from our Sydney office. The team plays an important role in ensuring a seamless technology experience and IT support for all staff and partners.

As a Service Desk Manager you will:

• Manage the Sydney-based Service Desk team ensuring the delivery of high-quality technical support and a consistent client experience across the firm.
• Drive adherence to IT policies and maintain high standards of customer service.
• Identify and implement opportunities to improve service delivery processes and streamline workflows.
• Execute technology rollouts (e.g. laptop and mobile device refreshes) with minimal disruption.
• Build engage and retain a high-performing team through clear goal setting coaching and performance management.
• Manage vendor relationships and procurement processes.

This is a permanent full-time opportunity. At Allens we have a hybrid working structure typically 60% in the office and 40% from home. We would be happy to discuss any other flexible working arrangements that best support you.

About you

You will have:

• ITIL certification (required); relevant tertiary qualifications or equivalent industry experience are favourable.
• Proven IT management experience in a professional services or complex corporate environment.
• Strong understanding of ITIL practices ITSM platforms (such as Jira) and desktop support (Windows OS M365 iManage VPN etc.).
• Excellent troubleshooting stakeholder management and incident management skills.
• Ability to manage multiple priorities remain calm under pressure and make sound logical judgments.
• Strong interpersonal written and oral communication skills.
• A desire to learn grow network mentor others

Your development

In joining Allens you will receive unparalleled learning and development opportunities. You will be challenged supported and guided as you learn and develop and will be encouraged to grow. We foster greatness and will coach and support you to meet your goals and aspirations.

Our unique Career Deal allows you to take control of your career and provides a transparent approach to career development. Our international alliance with Linklaters means we are able to support secondments all over the world.

Our perks

Our benefits include:

• Financial: market competitive fixed remuneration employee recruitment referral program discounts at hundreds of suppliers including retail outlets health and travel insurance charity matched funding program.
• Health and wellbeing: fully subsidised gym memberships annual flu vaccinations skin checks in-house snacks and catered meals subsidised sporting and social activities Employee Assistance Program including confidential counselling wellbeing coaching and financial coaching for employees and their families.
• Flexibility: hybrid and flexible working arrangements to support you in your work and life commitments and passions equipment to support working from home.
• Leave: ability to purchase additional annual leave access to an enhanced inclusive and flexible parental leave policy 26 weeks paid parental leave with no minimum service for permanent employees and high quality executive coaching to support the transition.
• Recognition: team based recognition including social activities and contribution based recognition activities and annual Allens Values Awards to nominate and recognise the incredible contributions of our people.

Allens is also proud to invest in our communities giving you the opportunity to make a difference through our work on reconciliation the environment and other social justice issues as well as our workplace giving and volunteering programs.

How to apply

Wed love to hear from you so please click apply now! If you would like to find out more please visit This is Allens or listen to our Allens Confidential podcast to hear real stories from real people about life at Allens. Alternatively for a confidential discussion please reach out to Olivia Newport Talent Acquisition Consultant.

At Allens our culture is made up of unique backgrounds and varying life experiences. We celebrate our peoples differences across gender and gender identity sexual orientation age ability cultural backgrounds First Nations communities and family and caring arrangements. If you require adjustments to fully participate in our application process please contact us at . We encourage applicants from all backgrounds so if youre excited about this role but your past experience doesnt align please express your interest by emailing us at . The right role for you might be just around the corner!