Service Desk Manager Level 5 (TSPV)

Service Desk Manager Level 5 (TSPV)

Job Title: Service Desk Manager Level 5 (TSPV)
Contract Type: Contract
Location: Canberra
Salary: Competitive
Start Date: 2021-08-10
Reference: V-39644
Contact Name: Kate Kornsasi
Contact Email:
Job Published: August 11, 2021 12:02

Job Description

The Service Desk Manager will be responsible for managing the performance of service desk analysts and support to customers to ensure that service levels are achieved.
We are looking for applicants who can think critically, can communicate with both technical and non-technical people, want to continue learning and developing their skills, and are passionate about working with others.

Skills and Knowledge:
  1. ITIL v3 Foundation (Mandatory)
  2. Service Desk Institute (SDI) certification (Highly Desirable)
  3. ITIL v4 Managing Professional (Desirable)
  4. Minimum of 5 years’ experience in the Service Management environment
Major Responsibilities:
  1. Ensure Service Desk staff meet and exceed performance expectations, defined metrics/benchmarks, and those standards and processes are followed to provide effective customer service and deliverables.
  2. Develop Knowledge Management framework and repository.
  3. Develop an effective and workable framework for managing and improving customer IT support in the organisation.
  4. Advise management on situations that may require additional client support or escalation.
  5. Determine root cause of issues and communicate appropriately to internal and external customers.
  6. Develop and implement strategies for reporting and improvement.
Location and Contract Term: The role is based in Canberra. 12 months from contract commencement
SFIA security level required: The Specified Person will be expected to demonstrate attributes of SFIA Level of Responsibility 5.
Security Requirements: Current Top-Secret Positive Vetting (TSPV) security clearance is strongly preferred, however candidates who have held a TSPV in the previous 12-month period (which has since been downgraded) may be considered.
How to Apply:
Please upload your resume to apply. Please note you will need to complete selection criteria to complete this application process. We will be in touch with instructions for suitably skilled candidates.
Applications open until 27 August 2021 or until position is filled.
Call Kate 0480 002 456 for any further information.