Job Description

Reporting to the IT Operations Manager, your role is to provide timely, effective, and efficient support to Cusotmer Support Offices by enabling a team of Service Desk specialists is the primary role of this position. You will lead the team that is the first point of contact for IT and Telecommunications incidents and service requests arising from the day-to-day operations of the company. Your professionalism, pragmatic and strategic approach will drive and ensures excellence in IT support services, documentation, team performance and continuous improvement. You will have a customer-first approach to everyday activities. Families, centre team members and centre operations are our primary focus and will be prioritised accordingly. Within the first year, develop and implement effective Problem, Knowledge and Configuration Management and establish rules and processes maintain accuracy and compliance. You will lead the development of and continually enhance the capability of G8’s ITSM system and team to ensure tactical, cultural and strategic direction will be provided to take the portfolio area to its next evolution. Key responsibilities include:

• Managing the Service Desk of a large-scale distributed network of (450+) centres and two Support Offices
• Telecommunications carrier support and escalation processes
• Access Management (onboarding, offboarding, role change) processes and procedures
• Lead and embed KPIs within the Service Desk team along with devising strategies and a plan to achieve targets within the agreed timeframe
• Establish, manage and review an IT Service Catalogue and associated SLA’s and OLA’s externally and within the organisation.
• Develop consistent documented processes to support the business using ITIL methodologies
• You will leverage and optimize the functionality of the FreshService ITSM tool

• Extensive experience leading and managing a Service Desk team in a dynamic and agile enterprise environment
• Undergraduate qualifications in Information Technology or a related discipline
• Familiarity or experience with managing large scale SDWAN solution and processes
• Knowledge and experience with ITIL framework and implementation
• Office 365, Azure AD and AWS knowledge an advantage
• Ability to work with security incident coordinators and prioritise triage of devices
  • Apple smart phones and tablets
  • Windows desktop and notebooks
• Lead the development, usage, reporting and capability enhancement of the ITSM system tool and IT service delivery for the organization
• Establish, manage and review an IT Service Catalogue and associated SLA’s and OLA’s externally and within the organisation
• Ensure it is published and adhered to by the whole business
• Develop and ensure currency of an IT Knowledge Base, published to the business and used as the base reference for SD actions

• Attractive salary package including performance incentive scheme
• Generous discount on childcare fees for either yourself or a member of your extended family
• Exclusive access to our employee benefits program covering a wide range of discounts and promotions
• Dedicated focus on professional growth and development