_{28th February, 2025}

IT Service Desk Manager

Lead, Inspire, and Drive Excellence in IT Service Delivery

About Us

The Catholic Archdiocese of Brisbane positively impacts hundreds of thousands of Queenslanders every week through its 98 parishes, 146 schools, and over 190 service centres, including childcare, aged care, and domestic violence assistance. Our Technology Solutions team plays a critical role in supporting these services, ensuring high-quality IT operations across the Archdiocese.

The Opportunity

We’re looking for a technical leader who inspires, motivates, and brings out the best in their team. With a focus on fostering a positive and supportive work environment, you’ll play a key role in boosting morale, encouraging collaboration, develop technical proficiency and driving team success.

This role requires both technical leadership to support and mentor the team’s skills and a strategic thinker who can identify continuous improvement activities and set challenges that push boundaries. The ideal candidate will not only recognize opportunities for growth and improvement but also inspire others to embrace these challenges.

If you are someone who thrives in an environment where setting challenges is key to success and you can guide others through them, we’d love to hear from you!

Monday to Friday F/T Opportunity
$100,000-$120,000 Base - Depending on experience
Brisbane CBD

Your Key Responsibilities

• Lead and mentor an 8-person team of IT service desk professionals, ensuring both onsite and remote staff are well supported.
• Manage service escalations and ensure Service Level Agreements (SLAs) are met.
• Identify, implement, and drive continuous service improvements through data analysis and best practices.
• Ensure compliance with IT governance, security, and operational procedures.
• Maintain and enhance documented procedures and solutions to ensure they are fit for purpose.
• Oversee roster planning and resource allocation to meet customer needs effectively.
• Lead small-scale IT projects that impact client technologies (e.g., organization-wide deployments).
• Provide strategic input on service delivery and champion innovation within the team.
• Take ownership of the client technology stack and ensure it remains fit for purpose and secure.

What We’re Looking For

• 2 or more years of experience leading a service desk team supporting a large user base in a complex IT environment.
• Proven ability to maintain team focus on key performance indicators (KPIs) and other critical delivery goals.
• An appetite to challenge the norm, show initiative, and find innovative ways to do things while adhering to policies and governance structures.
• Demonstrated ability to empower team members through mentorship, enabling them to develop both technical and soft skills, boost their confidence, and reach their highest potential.
• Exceptional problem-solving skills, including root cause analysis for complex client IT issues.
• Experience leading small projects impacting client technologies (e.g., organization-wide deployments).
• Ability to bring energy, enthusiasm, and a collaborative spirit to foster a workplace that is both productive and enjoyable.

Technical Skills & Qualifications

• Strong experience in M365 administration.
• Desirable experience in Genesys call centre application or similar.
• Strong experience managing an SOE and supporting technology.
• Proficiency in analysing ITSM data and implementing service improvements.
• Industry training in relevant technologies and IT best practices.

What We Offer

• A dynamic and collaborative work environment where your leadership can make a tangible impact.
• The opportunity to drive innovation and improvement in a large organization.
• Work-life balance with Monday–Friday onsite work, plus some on-call/after-hours requirements (including TOIL).

If you thrive in a fast-paced, challenge-driven environment and can lead, inspire, and elevate those around you, we’d love to hear from you!

Apply now to be part of a team that values excellence, collaboration, and innovation in IT service delivery.

Send your interest by submitting your resume along with a brief cover letter explaining why you’re the best fit for the position, to Brent Hunter – HR Recruitment hunterb@bne.catholic.net.au

The Archdiocese of Brisbane has standards of conduct for workers to maintain a safe and healthy environment for children.  Our commitment to these standards requires that we conduct working with children checks and background referencing for all persons who will engage in direct and regular involvement with children and young people (0 - 18 years) and/or vulnerable adults. The organisation is fully committed to child safety and has a 0 tolerance to abuse of children or vulnerable adults.

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