It Service Desk Manager

Davidson Technology have partnered exclusively with a leading charter airline located at Brisbane Airport. This ASX listed company provides charter and contract services to the mining sector, as well as tourism, corporate, sporting, educational and government clients.

Due to department expansion and growth, we are seeking to appoint an IT Service Desk Manager into a newly created permanent, ongoing role. This role will be based at Brisbane Airport and will require 100% on site work.

• About the Role

The IT Service Desk is designed to provide team members with a single place to go for all their IT needs, playing a pivotal role in facilitating the integration of business processes within the technology ecosystem and broader service management infrastructure.

The IT Service Desk team supports the procurement, building (SOE), testing, deployment and disposal of all EUC devices and licensing within the environment, with full responsibility for the vulnerability management (security patching & driver updates) and 3 rd party services for all devices.

The team also coordinates all services including asset management, lifecycle management, warranty repairs, refreshes and disposals in line with business policies and procedures.

In this hands-on role, you will lead the Service Desk team with responsibility for the delivery of end-to-end Level 1 to 3 Service Desk and End User Compute support.

You will be the primary escalation point for all team members (current team of 3), ensuring that the Service Desk team provide prompt, courteous and friendly technical support in a ITSM ITIL Service compliant environment.

As part of the major incident response team, you will also take ownership and lead the response from a technical and management level, while communicating effectively with stakeholders in IT and the wider business.

Core responsibilities include, but are not limited to :

• Lead and inspire the Service Desk Team to deliver an efficient and high-quality support service to all stakeholders, striving towards a high performing team culture.
• Lead, coach and mentor a team with varied technical and functional skills
• Design, lead and continually develop the team to implement significant change into the IT Service Desk and EUC landscape
• Provide and escalation point for the Service Desk team, providing guidance to the team and proactively seek to improve service levels through innovation
• Provide hands-on technical support and system ownership for a range of devices, mobile phones, laptop, desktop, industrial printers and scanners.
• Build and maintain SOE as well as design and implementation of deployment systems including Mobile Device Managing platforms
• Manage the AD Group Policy Design, planning, change management and participate in discussion on the best approach to system architecture
• Assist team members with the operation of building, meeting room and video conferencing technology, keeping documentation and guides up to date
• Establish and deliver IT Service Desk reporting and metrics
• Create and maintain system, process and technology documentation at a high standard and own the IT knowledgebase system and processes
• Contribute to the design and automation of IT processes utilising a range of tools including troubleshooting technical issue through to resolution
• Conduct regular reporting and analysis of Service Desk and End User Compute environment to ensure transparency of current state
• About You

To be successful in this role, you will be able to demonstrate :

• Previous experience in a Service Desk Manager or Team Lead Role
• Previous experience in supporting commercial / industrial IT equipment and end users
• Previous experience providing Level 2-3 Desktop Support
• Demonstrated experience in the delivery of IT Services as well as resourcing, developing and coaching a customer focused Service Desk team to build and develop team capabilities
• Experience supporting a high IT ticket volume, whilst maintain excellent customer service
• Demonstrated ability to identify, analyse, resolve and escalate a problem effectively
• ITIL v3 or v4 and / or Service Delivery qualifications
• Current Driver's License
• Ability to pass a Police Check
• Australian Citizen or Permanent Resident

The below certifications / qualifications are desirable, but not essential :

• Tertiary qualifications in IT, Computer Science or similar
• CompTIA
• Microsoft and Cloud (Azure, 365 Certified, MCSE, MCSA, MCITP etc)
• Cisco / Meraki Certifications (CCNA, CCNP, CMNO (ECMS1 / 2))

Please note : This role requires you to be fully vaccinated against COVID-19, and to be able to work 100% on site near Brisbane Airport.

• The Benefits
• Attractive remuneration package commensurate with your experience
• Exposure to a broad range of IT related support, projects and activities
• Tools of Trade + Mobile Phone monthly allowance
• Join an organisation undertaking significant growth in a key role
• Friendly wo