Service Desk Manager

This job is sourced from a job board. Learn More Helia, as Australia’s first Lenders Mortgage Insurance (LMI) provider, with over 50 years expertise in the Australian housing market are in the process of re-inventing ourselves.We exist to accelerate financial wellbeing through home ownership, now and for the future. Our mission is to create innovative and tailored solutions in partnership with our customers.

We aim to do this efficiently and conveniently, leveraging state of the art technology and data solutions.Our TechOps Team follows an Agile squad model – we form in self managing teams to solve key business problems. Each squad is full dev-ops – they build, enhance and operate their products. Team members need to be ‘specialist generalists,’ each person bringing their key domain knowledge but also eager to work on other technologies or roles to ensure the squad meets its outcomes. To promote knowledge transfer, informal learning and solve problems in new ways.We are looking for an experienced Service Desk Manager to bring with them bring their technical competencies, customer service experience and problem-solving ability and lead our Technical Support team in delivering excellent customer service. Ultimately, we would love to see the Technical Support team continue high quality technical support and customer satisfaction.Responsibilities for our Service Desk ManagerContinuous improvement of governance structure relating to incident, problem and change processLead the Technical Support team to drive service operational excellence Work within an on-call rotating roster, being available 24/7 for high priority incidentsOwnership of ensuring the teams adherence to standardsManage resource allocation across multiple solution projectsIdentify and mitigate cyber threats to Helia’s information systemsConducting vulnerability assessments, analyse security logs and develop incident response plansKeep abreast of industry trends and technologies to ensure Helia’s cybersecurity measures are effective Qualifications we would love to see in our Service Desk ManagerYou have at least 5 years’ experience in a similar Service Desk Manager roleSolid technical background with an ability to give instructions to a non-technical audienceITIL Best Practice KnowledgeKnowledge of Agile practices/ principlesProficient in Incident Management, Change Management and Problem ManagementCustomer-service oriented with a problem-solving attitudeExcellent written and verbal communications skillsTeam management skillsJIRA experience essentialAt Helia, we are building a team focused on opportunities: creating brighter futures for our people. When you come to work at Helia, you’re joining an organisation that cares about what’s important to you. Whether it’s greater work-life balance, flexible working arrangements or looking after your wellbeing, we provide access to benefits that help support you both professionally and personally.Helia is a place where you can grow and make a difference. We provide a great learning culture, where cross collaboration, training and innovation happens to embrace and embed a customer service culture. We are based in the heart of North Sydney, with spacious offices and some of the most fantastic views in Sydney!If you are interested in joining… Click here to view more detail / apply for Service Desk Manager