Service Desk Manager

Talenza have been engaged by a global healthcare provider to find a Service Desk Manager to lead a large, national supporting team. The successful candidate will be experienced in leading a large service desk team that operates on a 24 / 7 basis.

This role is an on-site role from Monday to Friday and requires you to be currently based in Brisbane with full working rights.

Benefits

• Permament opportunity
• Salary up to $150k + super
• Professional development programs
• Paid parental leave
• Purchasable additional leave
• Salary sacrificing options available
• Amazing leadership group and office / team culture
• Health support
• Global healthcare company

Key Requirements

Proven experience managing a large IT Service Desk team (preferably 20+ staff), with strong leadership and people management skills.

Hands-on experience with ServiceNow or a comparable ITSM platform, including incident, request, problem, and change management modules.

ITIL v3 or v4 Certification is essential, with practical experience implementing and improving ITIL processes.

Ability to lead and motivate Level 1 and Level 2 support teams in a fast-paced, customer-focused environment.

Strong understanding of SLAs, KPIs, and service reporting, with the ability to drive performance improvements through data and metrics.

Experience in the healthcare industry or other highly regulated environments is highly desirable.

Excellent communication and stakeholder management skills, with a customer-first mindset.

Proven track record of implementing service improvement initiatives and enhancing end-user satisfaction.

Flexible and adaptable approach, capable of managing priorities in a dynamic business environment.

Strong technical understanding of desktop, network, and application support environments (not necessarily hands-on).

Experience managing shift-based support models or 24x7 service operations (preferred).

Thank you for your interest, at Talenza we are passionate about providing equal employment opportunities and embracing diversity. We encourage people with disabilities and those from diverse backgrounds to apply. However, please note that we are only able to proceed with those who have full rights to work in Australia. Please apply directly or for a quicker response, contact Lewis Babcock (Talenza) through LinkedIn.

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