IT Service Desk Manager

At Colliers, we are enterprising. What sets us apart is not what we do, but how we do it. Our people are passionate, take personal responsibility and always do what’s right for our clients, people and communities. We accelerate their success by empowering them to think and act differently to drive exceptional results. 

With circa 9,000 experts in Asia Pacific, our enterprising culture and decentralised operating model allows us to act with speed in local markets, seizing opportunities to innovate and accelerate the success of our clients and our people.

Our collaborative culture sets us apart. We help experts become true specialists and provide the long-term structure and platform to accelerate their success.

This is an exciting opportunity for an experienced IT Help Desk Manager to lead our Regional Service Desk team into the future growth phase of our business.

You will provide leadership and technical advice across the day-to-day operations of the Service desk Team and ensure high service delivery is achieved across the business. 

The Service Desk team comprises of members from 3 cities in Australia as well as staff based in our Bangalore office, so strong experience in managing an internal offshore team is required for this role.

Some of the key responsibilities in this role include: 

• Managing a distributed team of Service desk engineers across the ANZ region. 
• Prioritise service desk workloads to ensure service levels are achieved. 
• Identify service desk trends and report on them to key stakeholders. 
• Strong experience with the ServiceNow platform will be considered Advantageous
• Working closely with the various areas of the business to produce cost effective, innovative, and efficient solutions to business issues using our systems and technologies. 
• Managing escalations from the business through to resolution. 
• Providing a high level of service for VIP and Executives. 
• Identifying and proactively resolving IT issues. 
• Providing second and third level hardware and software support. 
• Adhering to all processes and documenting procedures accordingly. 
• Recommending, co-ordinating and performing the replacement of IT related equipment. 
• Demonstrate leadership to a highly distributed team of engineers across ANZ.

Some of the key technologies that this position will be supporting: 

• ITIL 
• Windows 11
• Microsoft 365 – Outlook, Excel, Word, PowerPoint, One Note, One Drive 
• Citrix 
• Teams 
• Configuration Manager 
• Audio and Visual (conferencing) 
• LAN/WAN/WLAN 
• Mobile Device Management 

The skills and experience you will bring to this role include: 

• Relevant tertiary qualification in Information Technology. 
• 3+ years’ experience in a Team Lead or Service Desk Manager position. 
• Strong customer service & communications skills. 
• Strong organisational skills with the ability to multi-task and show flexibility in an ever-changing role. 
• Collaborative, team player. 

We foster an environment in which everyone at Colliers feels respected and comfortable bringing their authentic selves to do their best work. It’s our people who set us apart and we actively recruit people who represent the diversity of the communities in which we operate. We take great pride in doing what’s right and operating in ways that benefit the business, our people, our clients, our communities, and the environment.

Experts join experts, and we welcome you to join us as we lead the industry into the future.

Please apply with your CV or call Lydia Masterson on 02 9257 0357 for more information.

Please be advised that applications will only be accepted directly rather than via recruitment agencies.

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