Service Desk Manager
Location – Macquarie Park, Sydney
• Leadership role of a high profile & high performing team
• Join an ambitious firm which is growing, evolving & investing in its IT capability.
• Allied Credit has a hybrid work environment, we understand the value of a work-life balance.
Allied Credit is a leading vehicle finance firm with strategic alliances with global car, marine and motorcycle brands. Offering white label, joint venture and floorplan finance, our proprietary software provides a seamless, convenient and customer-focused finance service to consumers and businesses.
We are seeking a Service Desk Manager to be responsible for overseeing the day-to-day operations of the IT Service Desk as well as leading and owning all ITIL functions including incident, request, change and problem across the IT Technology team.
What you will be doing
• Leading and managing a team of IT Service Desk staff, ensuring the team is fully staffed, trained and motivated to deliver consistent and quality IT support services.
• Overseeing the daily operations of the IT Service Desk, ensuring incidents, service requests and queries are assigned and handled in an efficient and timely manner.
• Managing and tracking service desk tickets to ensure that SLAs and KPIs are consistently met.
• Developing and maintaining processes for the identification, prioritization and escalation of IT issues.
• Acting as the escalation point for critical or complex incidents.
• Ensuring effective incident management and resolution, lead critical incidents and ensure root cause analysis and corrective actions for recurring issues.
• Continuously evaluating and improving service desk processes and workflows to increase efficiency, reduce response times, and enhance user satisfaction.
• Developing, implementing and maintaining ITIL best practices for incident, request, change and problem management.
• Developing and maintaining strong relationships with key stakeholders across the technology teams and the business, ensuring alignment between the IT service desk and overall business objectives.
Your background
• Tertiary qualifications in Computer Science, Information Technology, or a related field.
• Solid experience as an IT Service Desk Manager within the banking and finance industry.
• Familiarity with service desk management tools and ticketing systems (e.g. Halo, Jira).
• Proven experience as an Incident, Change and Problem Manager.
• ITILv4 certification with a strong knowledge of ITIL best practices and service management frameworks.
• Proven experience defining and implementing service catalogues and asset management.
• Knowledge of common IT hardware, software and networking troubleshooting techniques.
• Demonstrated leadership skills with the ability to motivate, manage and develop a team.
• Strong communication skills, both written and verbal, with the ability to interact with all levels of the organisation.
• Proficiency in analysing performance metrics, KPIs and SLAs to drive service improvements.
• Strong customer service orientation with a focus on delivering excellent user experience.
Why work for Allied Credit?
• Work-life balance – hybrid working arrangements allow a balance of working from home and the office, and we are always willing to discuss flexible working options.
• Wellness day to take a day off for some R&R around your birthday and a Volunteer Day to support your community.
• Discount offers on selected retailers, car loans and novated leasing options.
• A learning environment where we take your development and career aspirations seriously.
• 16 weeks of paid parental leave along with Salary Continuance Insurance.
We want individuals who will buy into and thrive with Allied Credit’s Values of Customer Focus, Adaptability, Risk Confidence, Integrity and Teamwork.
Allied Credit pledges to treat all candidates with the utmost respect and professionalism throughout the recruitment process. We promise to conduct a fair, transparent, and inclusive hiring process, ensuring that all candidates are evaluated based on their skills, experience, and potential, regardless of race, gender, age, disability, sexual orientation or any other irrelevant characteristic.
Please contact Alex Kelly on 0484 109 354 for a confidential discussion. For further information on Allied Credit, please visit our website at https://alliedcredit.com.au/ or email hrservices@alliedcredit.net.au.
