Service Desk Manager

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Are you currently managing a high-performing Service Desk team and ready for your next leadership challenge? We are working with a large enterprise organisation based in Brisbane’s CBD that is undergoing significant IT transformation. They are now seeking an experienced and proactive Service Desk Manager to lead their national 24 / 7 IT support team and drive the implementation of ServiceNow.

As the Service Desk Manager, you will be responsible for leading a large team of 30+ Level 1 and Level 2 support staff, ensuring an exceptional end-user experience across a complex enterprise environment.

You’ll be instrumental in uplifting service levels, implementing best-practice ITSM processes, and embedding ServiceNow as the core support platform. This is a hands-on leadership role where you’ll have the opportunity to make a real impact.

Key Responsibilities :

• Lead and manage a large, national 24 / 7 Service Desk team of 30+ staff
• You will be involved in the implementation and optimisation of ServiceNow, improving workflows and user adoption
• Drive continuous service improvements and performance uplift across all support channels
• Enhance KPIs, SLAs, and reporting frameworks to strengthen service accountability and visibility
• Act as an escalation point for critical incidents and complex technical issues
• Foster a high-performance culture focused on service excellence and collaboration
• Work closely with IT Operations, executive leadership, and vendor partners to ensure business continuity and alignment

About You :

If you're ready to lead, deliver meaningful change, and be part of a supportive and high-performing team, we’d love to hear from you.

Apply now or reach out to Jelissa on 0415 430 303 for a confidential conversation.

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