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Service Desk Manager - Pacific & SEA

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Demant

5d ago

  • Job
    Full-time
    Senior Level
  • IT & Cybersecurity
    People, HR & Administration
  • Adelaide

AI generated summary

  • You must have IT Service Management expertise, leadership skills, strong communication, advanced troubleshooting in Microsoft tech, and the ability to adapt and manage priorities effectively.
  • You will lead a service desk team, prioritize workloads, manage incidents, ensure stakeholder communication, oversee AV infrastructure, and drive process improvements and performance reporting.

Requirements

  • Expertise in IT Service Management with strong business acumen, Data Centre and ITIL knowledge.
  • Proven leadership in team development, coaching, and leading by example.
  • Skilled in documentation, collaboration, and stakeholder engagement.
  • Strong time management, multitasking, and adaptability to changing priorities.
  • Advanced problem-solving and troubleshooting across Microsoft technologies.
  • Excellent communication skills, both written and verbal, with impact and influence.
  • Ability to work independently or within a team and travel as required.

Responsibilities

  • Lead service desk operations, ensuring high-quality, customer-centric support aligned with SLAs.
  • Oversee team performance (team of 5), workload prioritisation, training, and resource allocation.
  • Ensure effective stakeholder communication and maintain accurate knowledge resources.
  • Manage incident resolution, escalations, and continuous process improvements per ITIL standards.
  • Drive performance reporting, IT project participation, procurement, and asset management.
  • Oversee AV infrastructure, budget forecasting, and IT coordination for clinic projects.
  • Lead P1 incident management, system change communications, and global collaboration.
  • Facilitate IT procurement, installations, and other strategic initiatives as required.

FAQs

What is the job title for this position?

The job title for this position is Service Desk Manager - Pacific & SEA.

What are the primary responsibilities of the Service Desk Manager?

The primary responsibilities include leading service desk operations, overseeing team performance, managing incident resolution, driving performance reporting, and facilitating IT procurement among other duties.

How many people will the Service Desk Manager be overseeing?

The Service Desk Manager will be overseeing a team of 5.

What is the expected working environment for this role?

The expected working environment is a hybrid model, with 3 days in the office and 2 days working from home.

What qualifications are required for success in this role?

Successful candidates should have expertise in IT Service Management, strong leadership skills, advanced problem-solving abilities, and excellent communication skills.

Are there opportunities for training and development within this position?

Yes, the role includes workload prioritization, training, and resource allocation for team members, supporting their professional development.

Does this role involve travel?

Yes, the role may require travel as needed.

What employee benefits are offered for this position?

Benefits include a competitive remuneration package, 'MyRewards' program, online wellbeing center, novated leasing, employee assistance program, and gifts for birthdays and Christmas.

What core values does the company emphasize?

The company emphasizes diversity, inclusion, support, and encouragement for employees to thrive and succeed.

How does the company view the importance of hearing healthcare?

The company believes in connecting clients through hearing products and improving their quality of life, highlighting the vital role of sound in their lives.

Manufacturing & Electronics
Industry
10,001+
Employees
1904
Founded Year

Mission & Purpose

Demant is a world-leading hearing healthcare and technology group built on a heritage of care, health and innovation since 1904. The Group offers solutions and services to help people connect and communicate with the world around them. For more than a century, the Demant Group has played a vital part in developing innovative technologies and gathering know-how to help improve people’s hearing and health. In every aspect, from providing hearing care to delivering hearing aids, hearing implants and diagnostic equipment and services to hearing care professionals and users all over the world, Demant is active and engaged. And with the Group’s many years of experience with audio and hearing technology, Demant has evolved into a growing business within premium audio and video solutions for enterprises and gaming. The Demant Group operates in a global market with subsidiaries in more than 30 countries, employs more than 20,000 employees and generates an annual revenue of more than DKK 19 billion. Our products are sold in more than 130 countries where we create life-changing differences through hearing health. Listed on Nasdaq Copenhagen stock exchange, Demant is the parent company behind world-renowned and commercially successful brands as Oticon, Bernafon, Sonic, Philips Hearing Solutions, Audika, Oticon Medical, MAICO, Interacoustics, Amplivox, Grason-Stadler, MedRx, Audioscan and EPOS. The William Demant Foundation holds the majority of shares in Demant A/S, which is listed on Nasdaq Copenhagen and among the 25 most traded stocks.