Operational Responsibilities
Oversee and manage the Service Desk team, ensuring high morale and optimal performance.

Provide hands-on support to end users via Teams, phone, and email, ensuring timely resolution of IT issues.

Monitor and resolve help desk tickets related to end-user computing, including operating systems, peripherals, email, applications, conferencing equipment, and system access.

Identify recurring issues and trends, proposing long-term solutions to improve service quality.

Maintain accurate and comprehensive documentation, including support procedures, knowledge bases, and work instructions.

Prepare and distribute regular support metrics and performance reports.

Manage incident and problem resolution processes, ensuring timely communication with stakeholders and effective coordination with internal teams and external vendors.

Lead the team in delivering high-quality, consistent resolution of service requests, incidents, and problems.

Prioritise incoming support requests and ensure appropriate response levels.

Manage procurement and leasing of IT hardware (e.g. laptops, desktops).

Maintain and deploy Standard Operating Environments (SOEs) for various user profiles.

Assist in system and infrastructure administration, including configuration and maintenance.

Support project delivery and training initiatives by ensuring effective knowledge transfer to BAU operations.

Planning & Team Management
Define and agree on service levels and support response metrics (e.g. Grade of Service).

Develop and refine end-user support processes, ensuring consistent service delivery and communication.

Evaluate and improve existing support tools and ticketing systems, including leading the selection of new platforms if needed.

Act as the escalation point for complex or high-impact issues.

Drive a culture of professionalism, accountability, and continuous improvement within the team.

Foster team engagement through clear communication and regular feedback.

Manage team performance, recruitment, and professional development, including conducting regular performance reviews and one-on-one coaching.

Develop individual performance objectives and personal development plans to support succession planning.

Promote compliance with internal policies and regulatory requirements.

Lead the transition of new systems or services from project teams into day-to-day support.

Vendor Management
Participate in vendor selection and onboarding processes.

Maintain strong relationships with IT vendors to ensure quality and value in service delivery.

Conduct regular vendor performance reviews and identify opportunities for service improvement.

Review and verify vendor invoices and statements to ensure accuracy and alignment with contractual agreements.

Qualifications & Competencies
Tertiary qualification in Information Technology or related discipline.

Proven experience in managing a Service Desk or Help Desk team, including performance management and staff development.

Strong background in systems administration and IT support operations.

Demonstrated ability to lead teams and deliver results through others.

Excellent interpersonal, verbal, and written communication skills.

Effective stakeholder management and influencing skills across all levels of the organization.

Strong customer service orientation with a proactive problem-solving approach.

Highly organized, calm under pressure, and structured in managing competing priorities.

Familiarity with ITIL framework (certification preferred).

Demonstrates:

Sound decision-making and accountability

Continuous improvement mindset

Collaborative working style

Effective planning and organizational skills

Flexibility and adaptability to change

Commitment to personal and team development

Clear and open communication