What You’ll Be Doing:
- Lead and mentor a team of Service Desk Analysts to deliver responsive, customer-focused IT support
- Oversee incident, request, and problem resolution processes to ensure SLAs are consistently met
- Drive efficiencies and improvements across service desk processes with a focus on automation
- Manage team performance, KPIs, and resourcing to align with business needs
- Collaborate closely with business and technical stakeholders
- Maintain and support the IT Service Catalogue and onboarding of new services into BAU
- Act as the primary escalation point for critical incidents
- Minimum 5 years’ experience in a Service Desk leadership role
- Strong understanding of ITIL-aligned ITSM practices (ServiceNow experience preferred)
- Proven ability to coach and develop technical teams in a customer-centric environment
- Strong knowledge of Microsoft technologies (on-prem & cloud), end-user hardware, and basic networking
- Excellent communication, performance management, and stakeholder engagement skills
- ITIL 4 Foundation (essential); additional ITIL certifications highly regarded
- Experience working in large, geographically dispersed environments
- History of driving process improvements or automation initiatives
- Tertiary qualifications in IT or related fields
- Competitive daily rate
- 6-month contract with potential for extension
- High-impact role within a well-established, supportive tech environment
