IT Service Desk Manager (Gepps Cross) (City of Port …, City of Port Adelaide Enfield

Role Summary Stratco is seeking an IT Service Desk Team Leader to manage a agile service desk team and contribute to day‑to‑day technical support while driving service quality and team capability. Key Responsibilities
- Lead and manage the IT Service Desk function to ensure effective and timely delivery of 24x7x365 high‑quality technical support to internal and external stakeholders.
- Ensure all internal team members and relevant external customers have simple and clear channels for engaging the Group IT Service Desk.
- Drive a customer‑focused service culture, ensuring a positive and consistent user experience.
- Provide Level 2 and Level 3 technical support across supported systems and platforms.
- Proactively manage internal teams and external vendors to ensure effective service delivery and accountability.
- Contribute to Major Incident, Problem and Change Management processes.
- Provide relevant reporting and insights to the IT Leadership Team and senior stakeholders. Qualifications and Experience
- Proven experience in an IT Service Desk or IT Support environment, ideally in a large or multi‑site organisation.
- Demonstrated leadership or mentoring experience, with the ability to motivate and develop a team.
- Robust understanding of IT Service Management (ITSM) frameworks such as ITIL.
- Excellent communication and stakeholder management skills, with the ability to engage users at all levels.
- Ability to prioritise, manage competing demands and remain calm under pressure.
- Experience managing incidents, service requests and escalations in a structured environment.
- Strong analytical and problem‑solving skills, with a focus on continuous improvement.
- Experience with the Microsoft365 ecosystem and MicrosoftServer technologies including Active Directory and Exchange. Benefits
- Holistic Wellness & Mental Health Support – 24/7 EAP for team members and family.
- Flexible Working Arrangements.
- Team Member Discounts.
- Professional Development & Career Growth opportunities.
- Competitive Remuneration.
- Positive Workplace Culture & Inclusion. #J-18808-Ljbffr Apply on Kit Job: kitjobau.com/job/3rsu7r