IT Service Desk Manager :: Perm :: Sydney :: $135-140K + Super + 10% Bonus :: Hybrid (2 days in office)

Are you a proactive IT leader passionate about service excellence and team growth? Leading financial services organisation are seeking an experienced IT Service Desk Manager to lead their service desk operations and drive ITIL best practices.

Key Responsibilities:

• Lead and motivate the IT Service Desk team to deliver high-quality support.
• Oversee daily operations, ensuring efficient incident, request, and change management.
• Monitor ticket queues to meet SLAs and KPIs.
• Act as escalation point for complex issues and ensure effective resolution.
• Continuously improve processes and user satisfaction using data and analytics.
• Implement and maintain ITILv4 best practices.
• Produce regular performance reports and maintain documentation.
• Oversee staff recruitment, training, and development.

About You:

• Proven experience managing an IT Service Desk
• Strong knowledge of ITIL and ITSM tools
• Excellent leadership, communication, and problem-solving skills.
• Ability to manage priorities in a fast-paced environment.
• Customer-focused with a commitment to service excellence

Two stage interview process. Interviews taking place as quickly as this week. Please send your resume in the first instance