The Service Desk Manager is a key leadership role overseeing the performance, growth, and strategic direction of a multinational IT service desk. This role combines strong people management with technical expertise to assess risks, resolve challenges, and drive continuous improvement across global teams.

The Manager ensures high-quality support across diverse regions, fosters collaboration, and promotes a culture of accountability and professional growth. With a focus on service performance, they proactively identify risks, advocate for process improvements, and collaborate with IT leadership, security, and infrastructure teams to enhance service reliability.

Using data-driven insights, the Service Desk Manager optimises workflows, refines knowledge management, and implements automation to increase efficiency. Above all, they unite the global team under a shared vision, ensuring seamless, cohesive operation to deliver exceptional IT service.

Key Responsibilities:

• Oversee IT support operations, ensuring efficient ticket management, issue resolution, and SLA compliance. Drive process improvements, automation, and knowledge management.
• Monitor key performance metrics, manage risks, and optimise workflows using data-driven insights.
• Lead, mentor, and empower a high-performing global team. Foster a culture of growth, accountability, and continuous improvement.
• Partner with IT leadership, security, and infrastructure teams to align service delivery with business goals.
• Navigate cross-region challenges, promote consistency, and tailor communication for impact.
• Set and track OKRs/KPIs, ensuring transparency, efficiency, and alignment with organisational objectives.

• Bachelor's degree in Information Technology, Computer Science, or a related field; relevant certifications (e.g., ITIL, HDI, CompTIA A+) are a plus.
• 7-10 years of experience in IT support or service desk operations, with strong leadership experience, ideally in multi-regional teams.
• Expertise in troubleshooting a wide range of hardware, software, and network technologies, with the ability to quickly resolve issues.
• Solid understanding of IT service management principles and frameworks (e.g., ITIL), with hands-on experience using IT service desk tools.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities while meeting deadlines.
• Proven track record in leading remote teams across different regions and cultures.
• Experience in KPI and SLA reporting, with the ability to analyze data, drive performance improvements, and support decision-making.
• A commitment to staying up-to-date with industry best practices and evolving technical knowledge.

You’ll be joining a highly motivated, agile team where your ideas and work will directly influence the direction and progress of an expanding global company in a hyper-growth phase. We pride ourselves on our collaborative and driven culture and offer opportunities for advancement to high achievers.Other benefits include:

• Gaining access to SAGED courses and more through the Greenhouse learning platform, fostering continuous growth and development.
• Enjoying discounts with over 450 retailers through our Reward and Recognition platform.
• The freedom of a full-time, work-from-home role.
• Access to co-working spaces in Sydney, Melbourne, Brisbane, and select regional cities.
• Mental health support through our wellbeing platform, Unmind.
• A private health insurance discount through Medibank.
• Up to 8 weeks of paid parental leave.
• Swag kits to celebrate key milestones in your journey with us.
• Enhance your home office with our work from home equipment allowance benefit.
• Being part of one of the fastest-growing industries in Australia, improving the lives of hundreds of thousands of patients.

#LI-LM1

#LI-Remote

We are committed to facilitating a barrier-free recruitment process and work environment. If you require any accommodations, we welcome you to let us know so we can work with you to participate fully in our recruitment experience.