Service Desk Manager

Management (Information & Communication Technology)

Full time

About Idea 11

Idea 11 is an Australian-based, award-winning, full-stack, values-driven IT consulting and managed services company specialising in cloud computing.

We love our customers, deliver exciting and next-gen technology environments with a vibrant team culture, collaborative, supportive work environment.

Why work at Idea 11?

1. A values and culture-driven company
2. A supportive team and environment
3. A flexible working arrangement with the ability to work from home
4. The ability to uplift your cloud capability with company-provided training and time
5. The opportunity to work with exciting technology, customers and next-gen environments
6. Company-funded certification pass or fail
7. Regular whole-company social events
8. Regular awards and recognition for achievement
9. Paid maternity and paternity leave on top of Government payments
10. Open door policy with easy access to senior management
11. Structured onboarding and support when you join

About the role

We are seeking a dynamic Service Desk Manager to lead and manage the day-to-day operations of the IT Service Desk and drive operational excellence and customer satisfaction.

You will be responsible for ensuring your team lives Idea 11’s core values every day, focusing on teamwork, innovation, and developing and coaching a dedicated team of IT professionals.

Your key responsibilities include :

1. Leadership & Supervision: Lead and inspire a team of Client Services Engineers, providing guidance, training, and performance management. Drive team growth through professional development plans and certifications.
2. Service Delivery: Ensure timely and effective resolution of IT service requests, incidents, and service disruptions to maintain service levels and operational efficiency.
3. Process Improvement: Oversee the development and implementation of service desk procedures and workflows to improve efficiency and user satisfaction. Collaborate with internal teams to drive process improvements and implement automation.
4. Incident Management: Monitor and track incidents, ensuring they are logged, escalated, and resolved according to established SLAs (Service Level Agreements).
5. Stakeholder Communication: Act as a key point of contact between IT and end-users, ensuring clear communication regarding service issues, updates, and resolutions.
6. Reporting & Analytics: Prepare regular performance reports, track KPIs, and provide actionable insights to senior management for continuous improvement.
7. Problem Resolution: Identify recurring issues and collaborate with technical teams to develop long-term solutions.
8. Technology Management: Assist in managing the tools and systems used by the service desk team, including ticketing systems, phone systems, and remote troubleshooting platforms.

Key requirements :

• Proven expertise in a Managed Services practice and previous experience in a Service Desk Manager role
• Strong customer engagement and communication skills, with a customer-centric approach
• ITIL knowledge
• Strong leadership traits with the ability to drive strong cultural and performance outcomes
• Excellent problem-solving skills with the ability to make decisions under pressure
• A motivational leader who inspires diverse teams with effective performance management and data-driven decision-making