AEC Careers – Service Desk Manager

Website AEC

Job Description:

The Service Desk Manager supports the Assistant Director AEC Service Desk in the day-to-day operation of the AEC Service Desk and its team members providing services and support for technical ICT and core business operations and processes within the AEC Service Operations section of the Digital Technology Branch.

The role is responsible for undertaking work that is moderately complex to complex and/or service in nature, under limited direction, utilising expertise and knowledge within the area of ICT and operational support; including participating in section planning for short term tasks and contributing to strategic planning for longer term initiatives.

Job Requirements:

  • The ability to develop and execute a training program for Service desk staff, ensuring they maintain a high level of technical expertise, have the capability and knowledge needed to provide an effective service. Ensure training and knowledgebase materials are being utilised and maintained.
  • Proven analytical abilities with the ability to facilitate change and contribute to business improvement strategies.
  • Proven ability to communicate effectively whilst responding to stakeholder needs and expectations across a geographically dispersed network.
  • A demonstrated ability to work autonomously and a strong commitment to working harmoniously within a team to achieve positive results and support the AEC’s strategic direction.

Qualification & Experience:

  • Experience in the operations and management of a service desk delivering support and services to staff.
  • Experience in the management of a service desk team, including day to day supervision, rostering, and coaching with a strong focus on customer service, high quality outputs, motivation, culture and performance.
  • Understanding of and experience in the application of the ITIL framework and its relationship with service and knowledge management.

Job Details:

Company: AEC

Vacancy Type:  Full Time

Job Location: Canberra, Australia

Application Deadline: N/A

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