[ref. v53694124] Robert Half - IT Service Desk Manager | Retail
THE COMPANY
This company is a well-known, growing and profitable retail-based organisation with 500+ store locations across ANZ.
They have modern offices, and friendly team, and offer significant staff discounts on their products!
ROLE SNAPSHOT
Hands-on IT Service Desk Manager position responsible for overseeing a team of 5xdirect reports and ensuring IT service delivery to retail store, warehouse, and head office staff.
Transformational role where you can enact real change through staff capability uplift, people management/development, and relationship management with business stakeholders.
There is a career progression path over time to encompass Infrastructure/IT Operations Management.
Hybrid working - 4 days in office, 1 day WFH.
Key elements of the role:
- Lead, manage, and develop a team of 5xdirect reports - L1/2 Service Desk Analyst's
- Ensure smooth day-to-day operations of the IT Service Desk
- Act as a technical escalation point for the IT Helpdesk.
- Work closely with the Infrastructure Manager and wider IT team (including security) to improve IT service delivery to the business.
- Plan, project manage and execute small-to-medium sized projects.
- Vendor management.
- Timely communication of outages and performance issues if/when they occur.
- Occasional after-hours and weekend work as required.
- Contribute to IT Strategy development and execution, including improvement of IT process management and service delivery through the introduction of IT Service Management techniques, methodologies, and tools.
Key deliverables:
- Connect with, motivate, upskill/train, mentor, and uplift capability of the Service Desk team.
- Improve Service Desk management processes, including documentation.
- Build strong relationships with internal stakeholders/departments to understand and respond to their needs from IT.
- Assist with opening of and IT service delivery to 10+ new store locations.
REQUIRED BACKROUND, EXPERIENCE, SKILLS, PERSONAL QUALITIES:
Suitable for an IT Helpdesk / Service Desk Manager with retail industry background and proven experience building, uplifting, and managing IT Support teams.
A natural people manager is needed who can operate in fast-paced environments and 'roll up their sleeves' when needed and help drive the team forward.
The following is required:
- Proven IT Service Desk Manager / Helpdesk Manager experience leading & developing small to medium sized IT Support teams.
- Strong people management & staff development skills.
- Demonstrate an ability to proactively build relationships with business departments, understand their needs, and deliver positive IT outcomes.
- Demonstrated experience uplifting Service Desk staff & capabilities.
- Willing and able to get hands-on with escalated IT Support issues when needed.
- Retail industry experience is required.
- Procurement and vendor management experience.
- Friendly & approachable personality.
- time permanent role and is offering $140,000
- $170,000 (plus super)
- depending on experience.
- Please note, full unrestricted Australian working rights (citizenship or permanent residency) are required to be considered for this position and successful applicants will be contacted.
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