IT Service Desk Manager

Job Summary

At HUB24, we're redefining wealth management and platform technology. As one of Australia's leading fintech organisations, we empower advisers, accountants, businesses and investors through innovative technology and exceptional service. We're looking for an experienced IT Service Desk Manager to lead and evolve our Service Desk function, ensuring a high quality employee support experience while driving service excellence, operational maturity and continuous improvement across our technology environment.

Responsibilities

• Lead, mentor and develop a high performing IT Service Desk team.
• Drive exceptional end user experiences through efficient delivery of IT support services.
• Manage incident, request, problem and escalation processes in line with ITSM best practices.
• Monitor and report on service performance, SLAs, customer satisfaction and operational metrics.
• Identify trends and root causes to reduce recurring incidents and improve service quality.
• Develop and maintain knowledge management practices and support documentation.
• Partner with technology teams to coordinate major incident resolution and service restoration activities.
• Oversee onboarding, off boarding, user access management and end user technology support services.
• Drive automation, self service capabilities and process optimisation initiatives.
• Foster a culture of continuous improvement, collaboration and customer focus.

Requirements

• Experience leading Service Desk, End User Services or IT Support teams.
• Strong understanding of IT Service Management (ITIL) principles and frameworks.
• Proven experience managing incident, problem and request management processes.
• Exceptional stakeholder management and communication skills.
• Experience driving service improvement initiatives and operational maturity.
• Strong analytical and reporting capability with a data driven approach to decision making.
• Experience working within medium to large enterprise environments.
• Passion for customer service, coaching teams and delivering business outcomes.
• Nice to have: ITIL certification.
• Experience within financial services, fintech or highly regulated environments.
• Exposure to ServiceNow, Jira Service Management or similar ITSM platforms.
• Experience with Microsoft 365, cloud based workplace technologies and identity/access management processes.

Equal Opportunity Employer

HUB24 is an equal opportunity employer. We are committed to creating an inclusive environment where diverse perspectives are valued and every individual is treated with respect. We welcome applications from people of all backgrounds, including Aboriginal and Torres Strait Islander peoples, people with disabilities, people from culturally and linguistically diverse communities, and people of all gender identities and sexual orientations.