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IT Support/ Service Desk Manager

Full Time
NSW, Sydney
Posted on 16.01.2018
  • Deliver a number of exciting projects
  • Permanent Opportunity
  • Sydney CBD

Work for a leading, global organisation


The key responsibilities of this role will include:

  • Formulate and maintain a group support strategy in alignment with business requirements and agreed business SLA's
  • Communicate and track progress of the support strategy with the internal team
  • Communicate and track progress of the support strategy with the key executive stakeholders and SME's
  • Lead, develop and manage the team to ensure group support goals are achieved and services are provided in an effective and timely manner
  • Develop team goals and measures to assess and improve performance
  • Construct performance development plans in conjunction with team to set performance direction and highlight training and development needs
  • Regularly monitor and assess performance of the team to provide constructive feedback and highlight development needs
  • Promote an environment of co-operation for continual improvement of team performance
  • Monitor team awareness of and compliance with Company policy and procedures in line with quality and environmental standards
  • Ensuring that staffing and skill levels are maintained throughout operational hours by managing shift staffing schedules
  • Maintaining shift procedures for both internal support desk analysts as well as for vendors
  • Acting as an escalation point where difficult or controversial calls are received
  • Producing statistics and management reports
  • Representing the Service Desk at meetings
  • Arranging staff training and awareness sessions
  • Liaising with senior management
  • Liaising with change management
  • Performing briefings to Service Desk staff on changes or deployments that may affect volumes at the Service Desk
  • Assisting Analysts in providing first line support when workloads are high, or where additional experience is required.
  • Maintain service level agreements
  • Establish and regularly re-evaluate service level agreements with service owners
  • Communicate service level agreements
  • Report compliance statistics
  • Align resources and coverage to meet agreed service level agreements
  • Maintain the annual support budget
  • Code support invoices, organise approvals and quotations, track expenses and forecast
  • Identify and implement cost saving initiatives

The ideal candidate will posses the following:

Qualifications and experience
  • Experience having worked in similar roles in a global setting for 5+ years
  • ITIL and ISO27001 Certifications highly regarded (ITIL foundations mandatory)
  • A record of substantial experience and achievement in developing and implementing information technology support systems strategy, processes, policies and procedures within a global company
  • Experience negotiating service level agreements with business service stakeholders
  • A high degree of managerial ability and communication skills
  • Experience managing vendors and negotiating support and maintenance contracts
  • Experience in the management of CapEx and OpEx budgets
  • Experience with supporting the following systems would be highly regarded -
    • Microsoft Dynamics AX 2012 R2
    • Microsoft Office 365
    • Airwatch MDM
    • Manage Engine Service Desk Plus
    • SharePoint
    • SCCM / Intune
    • Unigraphics, Solidworks

Key Attributes
  • Exceptional customer service focus
  • Strong leadership and management
  • Confidentiality, integrity and discretion
  • Analytical and problem solving skills
  • Inter-personal skills
  • Excellent stakeholder relationship building skills
  • Attention to detail
  • Communication skills (written and oral)

To be considered for the role click the 'Apply' button or for more information about this and other opportunities please contact Olivia Lewis on 02 9464 5511. Please quote our job reference number: 200174366.

Reference Number: 200174366_1

Contact Details:

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