Job Title: IT Service Manager
About the Role
This is a 12-month contract position, paying $80 per hour plus superannuation for a 35-hour week. The role involves working with a Local Government Client in Western Sydney.
Main Responsibilities
* To ensure high-quality delivery of services by the IT Help Desk, maintaining high levels of customer satisfaction and short resolution times on incidents and requests.
* To provide high-quality digital services to stakeholders at all levels.
* To provide expertise on escalation items from the IT Help Desk Team Leader for issues arising from the IT Help Desk.
* To develop talent, foster learning and growth through mentoring and on-the-job training.
* To develop and own the IT Infrastructure Library (ITIL) processes, including Incident Management, Request Fulfillment, Problem Management, Configuration Management, Change Management, and Knowledge Management.
Key Skills Required
* Degree qualifications in Information Systems Management, Information Technology or a related field.
* In-depth experience implementing and managing ITSM processes in a similar organisation.
* IT Infrastructure Library (ITIL) v3 Foundation certificate.
* Demonstrated experience coordinating Information Technology governance and assurance activities.
* Current class C driver's licence.