Service Desk Manager

AU-Eight Mile Plains
4 weeks ago
Requisition ID
# of Openings
Job Function
Information Technology
Job Schedule
Permanent Full-Time

Project/Position Introduction

MAX Solutions is committed to improving the lives of others. Providing employment, health, training and humanitarian services in more than 250 locations around Australia, MAX Solutions invests strongly in the development of our people. We foster strong relationships between staff, clients and the community and are driven to make a difference.


Position Overview


The Service Desk Managers is to oversee the service desk staff and ensure that end users are receiving the appropriate assistance with high levels of customer service. This includes the responsibility of managing all procedures related to the identification, prioritisation, and resolution of all support requests and the monitoring, tracking, and coordination of service desk functions. The position requires strong managerial skills, and a deep commitment to end-user satisfaction and experience in driving process improvement.


Key Responsibilities


  • Manage the Service Desk team and evaluate performance
  • Develop, manage, measure and report on key service-level metrics, including average response time, first-contact resolution rate, mean time to repair, cost per call, call avoidance, demand mix and end-user productivity
  • Strive for continuous improvement of the incident management process and the integration of the incident management process with other IT operations management processes, such as problem and change management
  • Build and maintain relationships with all IT units to ensure that IT-delivered services and end-user productivity goals are understood and exceeded
  • Perform end-user satisfaction surveys (transactional and periodic), and develop action plans to address areas needing improvement
  • Advance the use of a knowledge repository to share information among all levels of IT service and support
  • Be an active member of the change, release, asset and problem management teams responsible for increased call avoidance, improved asset use and decreased end-user downtime
  • Leverage service desk best practices and process frameworks, such as the ITIL, to drive continual process improvement
  • Promote self-service tools and the knowledge repository as mechanisms to improve end-user satisfaction and reduce costs
  • Stay abreast of trends in service desk operations, management, technologies, sourcing, policies, procedures and other external changes that could have an impact on service desk services
  • Ensure inbound work is assigned to the team member most able to deal with it, monitoring progress and communication with the customer whilst managing quality control
  • Ensure adequate information is recorded in the Service Desk system by all team members
  • Instil an exceptional customer service ethic in all Service Desk staff
  • Design and enforce request handling and other team specific policies and procedures to ensure consistent levels of service and delivery across the team
  • Analyse performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems
  • Respond to customer requests and incidents in a timely and professional manner, being the first Management escalation point for users and colleagues
  • Adopt a reliable, and adaptable approach to customers. Ensure ownership is demonstrated to instil confidence in customers
  • Oversee and support the IT Service Desk Analysts with project work
  • Oversee the development, implementation, and administration of Service Desk staff training procedures and policies
  • Ensure regular 1-2-1 meetings take place with all team members and conduct formal appraisal meetings
  • Conduct regular skills gap analysis on the IT Service Desk and make recommendations to your Manager
  • Assist with recruitment & selection of new staff, and manage the induction process as appropriate, identifying and arranging training and providing guidance and coaching to new Analysts
  • Create a daily process check list and once implemented sign-off daily task lists verifying they are complete.

The Ideal Candidate will Possess the Following Additional Education and Experience

Personal Attributes


  • Exceptional customer service orientation
  • Ability to deal tactfully with employees and contractors who provide a broad spectrum of services
  • Ability to handle multiple requests and prioritise
  • Strong interpersonal skills
  • Highly self-motivated
  • High levels of attention to detail
  • Proven analytical and problem-solving abilities.


Key Skills


  • Confident telephone manner and exceptional communication skills
  • Demonstrate strong customer service skills
  • Demonstrate strong written and verbal communication skills required to present department plans and activities to individuals and groups throughout the company
  • Ability to present ideas in user-friendly language
  • Prepare, read, comprehend and analyse a variety of complex forms, reports, spreadsheets, maps, plans, records, documentation and correspondence
  • Speak to individuals or groups of people with poise, voice control and confidence
  • Ability to prioritise and execute tasks in a high-pressure environment
  • Experience working in a team-oriented, collaborative environment
  • Perform under stress, deal with persons acting under stress and adapt when confronted with emergency situations
  • Manage multiple high priority initiatives in a fast paced, highly technical environment
  • Successfully perform the planning, directing, reporting and administrative responsibilities of this position
  • Use written and verbal communications skills to present department plans and activities to individuals and groups throughout the district.


Required Experience


  • Proven work experience as a Service Desk manager
  • Hands on experience with Service Desk and remote control software
  • Solid technical background with an ability to give instructions to a non-technical audience
  • Customer-service oriented with a problem-solving attitude
  • Excellent written and verbal communications skills
  • Team management skills.




  • BSc degree in Computer Science, Information Technology or relevant field
  • ITIL Qualifications
  • Requires five or more years of related technical and managerial experience in a Service Desk environment supporting a large multi-site Desktop environment.

EEO Statement

At MAX Solutions we welcome employees from diverse backgrounds and aim to create a work environment where Employee differences such as gender, age, culture, disability and religion are valued.

MAX Solutions applies the principles of reasonable adjustment for people with disability. Workplace adjustments are changes introduced into the workplace that take account of a person’s disability so that they can use their skills effectively and access the same benefits, terms or conditions of employment as other employees. If you are a candidate considering a role with MAX Solutions and require a workplace adjustment for this position, please advise the MAX Solutions Recruitment Consultant or contact MAX Solutions Recruitment on 07 3727 1306.


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