Service Desk Manager
G8 Education Limited
Brisbane, QLD, Australia
Full Time
Hybrid
Required skills
Service Delivery Management
IT Service Management (ITSM)
Digital Workspace
Vendor Management
Service Level Agreements (SLA)
Microsoft 365
Microsoft Intune
JAMF
Endpoint Management
ITSM Tools
Freshservice
Collaboration Platforms
Asset Management
Software Licensing
ITIL
Incident Management
Continuous Improvement
Stakeholder Management
Risk Management
Compliance
Digital Transformation
Perks & benefits
Competitive salary package, hybrid working (3 days office and 2 days home), Brisbane CBD support office, career development opportunities, ASX-listed company environment, 50% childcare discount at G8 Education centres, G8 Rewards Program with retailer benefits
Job description
Reporting to the Enterprise Technology Operations Manager, the Service Desk Manager will own the operational performance, governance, and continual improvement of Digital Workspace services and technologies across G8 Education. This role focuses on service ownership, vendor management, stakeholder engagement, technology governance and improving end-user experience across a large education organisation. Responsibilities include owning Digital Workspace service performance and operations, developing service roadmaps, managing external service providers, ensuring SLA and contractual compliance, monitoring service performance, driving continuous improvement initiatives, overseeing technology assets, software licensing and lifecycle management, supporting technology projects, leading service reporting and governance forums, partnering with business stakeholders, and ensuring workplace technologies remain secure, compliant and aligned with organisational objectives. The role requires strong IT service management experience, leadership capability and the ability to balance business needs, operational performance, risk, user experience and cost optimisation.
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