IT Service Desk Manager - [Archived Advertisement]

IT Service Desk Manager

Who we are

Take a seat at Freedom, the home of innovation, empowerment, and opportunity. For more than 40 years, we've continued to deliver on our promise: to make beautiful things for the home available to everyone.

Our company is about our people, so honesty, transparency and recognition are at the heart of how we work. Spend your day inspired to grow, through problem-solving, collaboration and hard work. We're design-led, passionate and constantly evolving.

We want you to be part of our journey, so pull up a chair, and find out what it means to work in our IT team.

What you'll be doing

Lead the Service Desk team to ensure a professional level of service in dealing with users in line with the ITIL framework.  Manage the Service Desk to deliver quality support of the IT infrastructure and systems, including first point of contact and investigation for system faults.

The role also assists in defining minimum standards of delivery; develops and maintains service level agreements and monitors actual performance to agreed standards for all tickets across IT.

The key responsibilities of the role include:

• Monitor and report on the performance of the Service Desk in terms of call resolution times and customer service, ensuring that the Service Desk process is tuned appropriately to meet the agreed business operations service requirements
• Review measure and update each IT teams performance and help drive and make recommendations on improving operational performance
• Weekly & Monthly reporting to the IT Leadership Team across all ticket queues
• KPI driven outcomes - driving and measuring service delivery performance across Information Technology and building better experiences for all stakeholders
• Ensure the Service Desk is appropriately skilled and has access to the relevant tools and information to resolve system issues and minimize the impact that incidents have on the users of Freedom IT systems

Who you are

• Minimum 5 years' experience as a Service Desk Manager
• ITIL framework qualified with a history of implementing and using ITIL
• Ability to work after hours and weekend when required
• Hands on experience in desktop support in a Windows environment.
• Experience in supervising a small team
• Good understanding of computing hardware and strong problem-solving skills with the ability to quickly and accurately troubleshoot technical issues.

Perks of the job

• A Competitive Salary + Superannuation 
• Limitless career growth opportunities - A development plan built around your goals and beyond. We offer access to internal and external training programs! A career with Freedom can take you anywhere.
• 25% staff discount across all Freedom products, including sales prices.
• Work in a friendly and supportive environment.
• Hybrid working arrangements – 1 day remote once established in the role
• Be the Incident Manager for all Major Incidents.
• Manage staff performance through recognizing, coaching, monitoring, counselling and disciplining staff in accordance with Company policy and procedures.

Have a voice, make an impact, and find your seat at Freedom.

Freedom to grow. Freedom to think. Freedom to be.

Application Close Date: 15-Aug-2024