Service Desk Manager
Mansell Taylor ConsultingBrisbane, AustraliaAre 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 : You are currently in a Service Desk Manager role, and have experience leading teams of 20+ support staff You have strong experience implementing or managing ServiceNow (or similar ITSM platforms) Proven ability to uplift team performance, improve service levels, and deliver against key metrics Deep understanding of ITIL principles and enterprise service delivery models Confident communicator with strong stakeholder management skills – comfortable working with executives, vendors, and technical teams Passionate about continuous improvement and delivering excellent end-user support 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
- for a confidential conversation.
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