Service Desk Manager

2 weeks ago

Auckland City, New Zealand Momentum Consulting Group Full time

Manage and help to mature the service desk capability
- Large, complex enterprise environment
- Hybrid work with the HQ based on Auckland's beautiful North Shore

As the Service Desk Manager you'll work at the heart of a fast-paced environment, managing the service desk capability for a large, complex business with sites across NZ.

Harnessing the outsourced model, you'll work closely with vendor partners ensuring the right processes and governance practices are in place, and that high quality service levels are met. This is a fresh new opportunity to make a difference through great communication and proactive process management.

**In this role you'll be**:

- Ensuring that all processes used by the service desk and EUC support are thoroughly documented, consistently audited, and regularly improved.
- Conducting and sharing results from service and operation performance reviews.
- Setting continuous improvement objectives and ensuring outsource partners deliver.
- Managing partner relationships and performance as it pertains to the service desk and end user compute support environment.
- Coordinating and managing all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk and EUC support operations.
- Manage the costs of running the service desks.

**Here's the background we need**:

- Substantial experience in managing service desks and EUC environments, including setting strategic and operational directions for service desks.
- Knowledge and understanding of all ITIL service management and standards, specifically incident, problem and change.
- Strong communication skills, including the ability to be influential and persuasive with stakeholders.
- An ability to market and promote the service desk and to advocate for necessary resources, support, and appreciation for the service desk.

This is a great role for someone who loves building capabilities and focusing on the customer experience. You'll join a dynamic, supportive environment within a business that cares about and recognises individuals.

**Sound like you?** Please apply, we'd love to hear from you. For more info, please contact Lee-Anne on 021 657 199 or Eva on 027 341 7567

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