Typically university qualified (or relevant industry experience), you have at least 5 years of supervisory or leadership experience managing a Service Desk in a medium sized organisation. With extensive experience in managed services or outsourcing environment, previous involvement in a Service Desk transition project is essential. Having practical experience with ITIL, you hold an ITIL foundation certificate and are experienced in planning for service level agreements and business plans . Client driven, you will be an excellent communicator and someone who is process orientated. You are passionate about service desks and are an excellent team player, mentor and leader. Above all else you are self-motivated, passionate and always looking at ways to improve.

Must have's;

• Experience managing transitions - Service Desk Insourcing/Transition project within a large environment (this is not negotiable - to be considered you must have experience with this)
• Experience as a Service Desk Manager - at least 5 years
• Managed teams of 10+ analysts, with user bases of 2-5k employees
• Worked in a mature process-driven ITIL environment with KPIs that have been met
• Managed and negotiated SLAs
• Worked in an outsourced environment
• Driven tangible proven measurable improvement

Send your cover letter and resume by clicking on apply now or for a confidential discussion call Birsen on 03 9617 3919.