Service Desk Manager

• 26 days’ annual leave, including 1 for your birthday
• Permanent full-time role based in Sydney, Brisbane, Melbourne, or Adelaide
• Flexibility – work from home and from the office each week
• We value a positive and supportive work environment 

Role 

The Service Desk Manager leads and motivates the service desk team, fostering a culture that drives excellence in the areas of customer service, technical troubleshooting, and process improvement.   

Responsibilities:

• Manage the delivery of support to internal and external stakeholders to agreed Service Levels
• Report on Service Levels, identifying trends and areas for improvement, and advising Head of IT Operations of emergent problems
• Respond to incidents and service requests
• Act as a point of technical escalation within the Service Desk team
• Escalate high impacting service issues to relevant stakeholders
• Create and maintain documentation of the organization’s systems, policies, and processes
• Manage the day-to-day operation of the Service Desk team
• Manage on-call roster
• Implement policies and processes aligned with business requirements
• Plan resourcing, Work on projects as and when required
• Research and prepare reports on ad-hoc topics as instructed
• Comply with company policies and procedures including WHS legislation requirements

Requirements:

• Tertiary qualifications or demonstrated experience at a similar level, in providing service desk or similar support to ICT users (essential)
• Understanding of legislation and regulations governing our industry (essential) 
• Experience in ITIL Service, Change and Incident Management processes (essential)
• Experience leading teams, coaching, and mentoring skills, ability to lead and motivate others 
• Ability to consistently interpret and apply policy
• Strong commitment to client-focused operations and working within a collaborative team environment
• Excellent organisational skills with attention to detail and a proven ability to work within tight timeframes, manage priorities and meet deadlines
• Excellent written and oral communication skills
• Excellent trouble-shooting and problem resolution skills
• Experience in supporting and administering AWS infrastructure services; CloudFormation, VPC, RDS, IAM, Route53, Cloudwatch (desirable)
• Strong demonstrated technical skills, including several of:
  • Microsoft infrastructure (Azure AD, Windows Server, ADFS, SQL Servers, Remote Desktop Servers, Intune / Endpoint Manager, Office 365)
  • Single Sign On (OneLogin, Azure) Citrix and VMware.
  • PowerShell scripting and maintenance.
  • Cisco/Meraki network infrastructure (Layer 2 Switching), Palo Alto firewall

About Us

Kaplan Australia is one of the world's leading providers of lifelong education, helping over one million students around the globe achieve their educational and career goals each year. While we provide a broad array of educational offerings through our programs, our commitment to providing unrivalled quality and great learning outcomes is consistent in each of our businesses.  

Don’t delay in submitting your application! Applications close on 13th September 2023 

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