Full-Time Service Desk Manager
Montu is hiring a remote Full-Time Service Desk Manager. The career level for this job opening is Manager and is accepting Melbourne, Australia based applicants remotely. Read complete job description before applying.
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Service Desk Manager is a key leadership role overseeing the performance, growth, and strategic direction of a multinational IT service desk.
This role combines strong people management with technical expertise to assess risks, resolve challenges, and drive continuous improvement across global teams.
The Manager ensures high-quality support across diverse regions, fosters collaboration, and promotes a culture of accountability and professional growth.
With a focus on service performance, they proactively identify risks, advocate for process improvements, and collaborate with IT leadership, security, and infrastructure teams to enhance service reliability.
Using data-driven insights, the Service Desk Manager optimizes workflows, refines knowledge management, and implements automation to increase efficiency.
They unite the global team under a shared vision, ensuring seamless, cohesive operation to deliver exceptional IT service.
- Oversee IT support operations, ensuring efficient ticket management, issue resolution, and SLA compliance.
- Drive process improvements, automation, and knowledge management.
- Monitor key performance metrics, manage risks, and optimize workflows using data-driven insights.
- Lead, mentor, and empower a high-performing global team.
- Foster a culture of growth, accountability, and continuous improvement.
- Partner with IT leadership, security, and infrastructure teams to align service delivery with business goals.
- Navigate cross-region challenges, promote consistency, and tailor communication for impact.
- Set and track OKRs/KPIs, ensuring transparency, efficiency, and alignment with organizational objectives.