My client is a prestigious educational institution known for its commitment to academic excellence and technological advancement is now looking for a highly skilled and motivated Service Desk Manager - IT Support and Service Delivery to lead the implementation of range of initiatives aimed at improving the maturity and resilience of the IT function. This role plays a vital part in optimizing its IT services and ensuring seamless support for its staff and students' academic journey. 

Role Overview:

As the Service Desk Manager you will be responsible for:

• Leading the IT Service Desk team
• driving the adoption of ITSM and ITIL practices, aimed at enhancing IT service delivery and support capabilities.
• leading the implementation of Helpdesk Standards
• reconfiguring the Service Desk tool
• establishing Technical Change Control standards,
• developing and executing a Maintenance Plan, and
• creating a comprehensive Test Plan for Managed Devices.
• deliverables management within the ICT department and managing direct reports.

Key Responsibilities:

The role is responsible for improving the IT process maturity of the school through the implementation of a number of standards-related initiatives. These include:

• Helpdesk Standards Development
• Reconfiguring Service Desk Tool
• Implementing Technical Change Control Standards 
• Developing and Implementing a Maintenance Plan 
• Developing a Test Plan for Managed Devices
• Performance Monitoring and Reporting 
• Vendor Management 
• IT Governance and Compliance

Requirements:

The ideal candidate will possess:

• Bachelor's degree in Computer Science, Information Technology, or similar experience.
• Proven experience as in IT Service Delivery or Service Desk Manager or similar role or even IT Team Lead who wants to stepup.
• Strong understanding of ITIL frameworks, ITSM best practices, and potentially, SFIA principles.
• Experience in leading and managing IT service improvement initiatives.
• Excellent communication, interpersonal, and leadership skills to effectively engage with cross-functional teams and stakeholders.
• Analytical mindset with a commitment to continuous improvement and problem-solving.
• Have a personal appearance and demeanour which represents the School in a positive way
• Ability to work as part of a team and individually as required
• Understanding of work health and safety, and implement good practices in their role
• Willingness to work in a school with a strong Christian ethos

If you are a dynamic and results-oriented Service Desk Manager - IT Support & Service Delivery with a passion for IT services support, process improvement and team mentoring, and would like to join the team of this school, please apply now to Jin quoting JL599401.

Balance Recruitment is committed to equal opportunity employment.  We celebrate diversity and encourage people from all sections of the community to apply for this role.