• Lead and uplift an IT support team in a complex environment
• Drive ITSM excellence and incident management
• Inner-Eastern location, great working environment, not-for-profit benefits

This is an opportunity to lead a critical IT support function within a large, complex organisation. You'll provide strategic and operational leadership across the Service Desk, driving service excellence, customer satisfaction and continuous improvement.

Working closely with technology leaders and business stakeholders, you'll build team capability, improve service maturity and foster a proactive, prevention-focused support culture.

If you're passionate about leading people, improving processes and delivering exceptional IT services, you'll have the opportunity to make a genuine organisational impact.

About the Role

• Lead the day-to-day operation of a customer-focused IT Service Desk, ensuring incidents and service requests are managed within agreed service levels.
• Manage incident and major incident response activities, acting as an escalation point while coordinating technical teams through critical issues.
• Drive continual service improvement through analysis of service data, knowledge management, self-service initiatives and ITSM optimisation.
• Lead, coach and develop the Service Desk team through mentoring, performance management, workforce planning and capability uplift.
• Build strong relationships with internal stakeholders while providing reporting, service insights and recommendations to improve customer outcomes.
• Contribute to operational planning, governance, service improvement initiatives and the ongoing maturity of IT support services.

 About You

•  Previous experience leading a Service Desk or IT Support team within a large, SLA-driven environment.
• Strong knowledge of IT Service Management including Incident, Major Incident, Problem, Request and Knowledge Management.
• Experience using enterprise ITSM platforms such as ServiceNow or Freshservice and driving continual service improvements.
• Proven people leadership skills with the ability to coach, mentor and build high-performing technical teams.
• Excellent communication skills with the ability to engage technical and non-technical stakeholders during both BAU operations and major incidents.
• A proactive leader who thrives in fast-paced environments and is passionate about delivering exceptional customer service.

Apply Now!