IT Service Desk Manager

Super Retail Group is a strong and stable market leader with a legacy of constant evolution and innovative solutions. This is an opportunity to make a real impact to 12,000 + team members across the Group through delivering a world class internal customer experience in managing reported technical and functional support requests.

The Opportunity:

Want to play an integral role in delivering world-class support to over 12,000 team members across 3 countries? As the IT Service Desk Manager your team of Service Desk professionals are at the frontline in protecting the performance of Super Retail Group by resolving all incidents and requests for service that impact our business performance and customer experience.

The Role:

In this role, you will ensure that the team meets and exceeds expectations in regards to operational performance and customer service standards. Your key area of focus will be on ensuring that the IT Service Desk operates effectively all year round with a focus on continuous improvement.

The IT Service Desk Manager will report to the IS Technical Support Operations Manager and the ideal candidate is a technically competent customer focused service desk manager looking to make a positive impact in a hands-on role.

The role will also involve:

  • Lead a customer service focused team of individuals with differing levels of technical & functional skills across varying technology and subjects, in responding to, resolving and fulfilling incidents and requests for service through multiple contact channels
  • Role model the building of a high performing culture through the leadership, mentoring and capability building of your direct team
  • Ensure adequate resource provision is in place across all channels with skills required to deliver on customer experience and SLA achievement
  • Manage all Critical Incidents including communications as a high priority to minimise the impact of major outages
  • Provide leadership and guidance to ensure responsiveness to after-hours situations, Critical Incident Management, Disaster Recovery and Business Continuity
  • Facilitate the delivery of agreed operational service to the business ensuring your team work collaboratively with key stakeholders, partners and vendors by being responsive and focused on fix on first contact

About You:

You will bring strong technical leadership capability from an IT Service Desk environment or similar. Along with effective coaching and mentoring skills to develop your team, you will be focused on inspiring them to provide a level of service that will go above and beyond for your customer.

This could be the ideal role for you, if you also bring:

  • Ability to convey complex ideas in a clear, concise way to technical and nontechnical audiences
  • Solid technical foundation in end user computing that could come from any industry or technology set
  • Active Directory Administration including Group Policy Management knowledge and skills
  • O365 Setup and Administration including Exchange Online skills
  • Strong analytical, conceptual and complex problem solving skills
  • Exceptional communication and stakeholder engagement skills
  • Familiarity with the retail environment and the associated business/technology issues
  • In depth understanding of IS Service & Support Methodologies
  • Ability to cope within a changing environment – including adapting to meet emergency business critical events
  • An ability to think outside the box and generate new ideas

Why us?

Home to iconic retail brands including Rebel, Supercheap Auto, BCF and Macpac, Super Retail Group is transforming to become a world class omni-retailer. Our offer to you is a workplace supporting flexible work arrangements, the opportunity to work for one of Australasia’s Top 10 ASX listed retailers, generous discounts across all of our retail brands, corporate perks program and a competitive package of salary + super + bonus eligibility.

Our Culture of Inclusion

Super Retail Group is proud to be an equal opportunity employer. We support, promote and celebrate diversity and we recognise the benefits a culture of inclusion brings to our workplace and customer experience.

Closing date is subject to change.