Position Description ICT Service Desk Manager

HR – DOC – Position Description Page 1 ICT Service Desk Manager

Location/s Support Services

Reporting to Head of ICT

Direct Reports Service Desk Team

Level F – As per the Relationships Australia (Qld) Enterprise Agreement 2014

Date Updated April 2017

About the Role The purpose of this position is manage the ICT Service Desk team and operations while providing an effective communication conduit between the business and service desk with a focus on service delivery and internal customer satisfaction.

Key Responsibilities

Service Desk Operation and Management

Maintain and nurture business relationships through effective communication with internal stakeholders.

Management of the ICT Support Desk Officers, including: o Providing direction in the execution of their duties; o Developing talent, fostering learning and growing through with mentoring

and on the job training; and o Aiding development to ensure a high quality service to users is provided and

maintained.

Incident & request management, including: o Providing an escalation point for all user support issues; o Keeping clients up-to-date with resolution efforts on current incidents; o Overseeing all requests, incidents and problems; o Manage and coordinate urgent and complicated issues; o Coordinate support desk requests against SLA’s and/or agreed metrics.

Performance and service level reporting.

Liaise with & coordinate with suppliers for purchasing, repairs & maintenance.

Software and hardware asset management and control.

Project Management and Participation

Undertake Service Desk projects, such as desktop hardware and software deployments.

Liaise with stakeholders and key employees as required.

Contribute to the development, planning and delivery of new systems and services, and review of existing systems and services.

As directed by the Head of ICT, contribute to and participate in Project Management activities.

System Compliance Ensure Service Desk systems and services meet RAQ documented Policy and Standards.

Ensure Service Desk systems meet industry best practice.

Ensure Service Desk systems meet security best practice.

System Documentation Manage, maintain and deliver documentation relevant to the Service Desk processes and operations, including work instructions and procedures.

General ICT Responsibilities

Actively participate in ICT Projects as directed by the Head of ICT.

Perform other duties and tasks as directed by the Head of ICT.

Position Description ICT Service Desk Manager

HR – DOC – Position Description Page 2 ICT Service Desk Manager

About You To be successful in this position you will have:

Required Highly Desired

Qualifications Tertiary qualifications in Information

Technology or similar field.

ITIL Foundations Certificate.

Vendor Certifications.

Experience Demonstrable industry experience,

including a minimum of two years

leading a Service Desk.

3 years working in a Service Desk environment, and an additional 2 years leading a Service Desk.

Knowledge Demonstrated understanding of ITIL

and Change Management.

Demonstrated understanding of ICT

best practice principles.

Good broad technical understanding of hardware, software, applications, networks, communications technologies.

Certified ITIL and/or extensive ITIL experience.

Knowledge in the creation and maintenance of a company desktop environment.

Skills Highly developed interpersonal and

communication skills both written and

verbal.

Demonstrated analytical and problem

management skills.

Ability to manage employees.

Ability to work as a member of a small

team.

Capacity to manage own time and

deliver to a schedule.

Current Driver’s License plus ability to travel as required

It should be noted that Position Descriptions are under constant review and may be changed at any time.