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Service Desk Manager

Service Desk Manager

Mansell Taylor ConsultingBrisbane, QLD, AU
27 days ago
Job description

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 :

  • 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.

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    Service Desk Manager • Brisbane, QLD, AU