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Service Desk Manager

Civica - Middle Park, VIC

Source: uWorkin


About Us

Civica builds software and provides IT and digital transformation services to support some of the most important organisations in our communities; like schools, libraries, local councils and state agencies. We work with some of the largest health fund providers bringing their services into the digital age. Our products are market leaders, some of them are globally renowned.

Our team is proud to work within the sectors we do, where we make a real difference, contributing to the growth of the societies that we live in and accelerating the digital transformation of the public sector and associated markets. Want to join us and help continue our mission?

About the role

The Service Manager is responsible for ensuring the effective delivery of ticket response, progression and resolution in line with SLA and OLA targets for the Service Desk. The role is responsible for reviewing and monitoring processes and systems, looking for efficiencies and innovative ways to deliver customer requirements. In addition, they will ensure that they work with both internal and external stakeholders to ensure exceptional service to the Client.

Key Responsibilities

  • To manage analysts across both application and desktop support
  • Understand and manage contractual requirements, including achieving and exceeding SLAs and KPIs
  • Responsible for incident management and service request fulfilment, including escalation process and major incident communications
  • Work with the Technical Leads to ensure that appropriate expertise is engaged and the management of incidents and requests is completed
  • Ensure service desk staff have the tools and necessary training to carry out their roles in line with their defined responsibilities
  • Drive continuous improvement through the reporting, problem and knowledge cycle
  • Improve customer satisfaction through reducing time to resolution.

About you

  • Excellent Stakeholder and client management Skills
  • Able to assess and manage risk and apply appropriate mitigation plans
  • Effective people management skills with the ability to change priorities at short notice and manage objections that may arise
  • Excellent organisational skills, including resource management
  • Strong commercial acumen
  • Proven service delivery management experience with a strong understanding and demonstrated application of ITIL, ITSM etc.
  • Able to work under pressure in an SLA driven environment
  • Excellent presentation and written communication skills.

Government IT Service Delivery experience would be advantageous.


At Civica we believe our people are our biggest asset and we pride ourselves on cultivating a supportive and modern working environment; whilst providing you with the tools you need to get the job done. We will offer what you would expect in today’s modern work environments:

  • Join a growing and successful business
  • Genuine career development
  • Flexible working conditions

What Next?

Do we sound like a good match? If so then we would love to hear from you! Please include a cover letter outlining how your experience, aspirations and values are a match, along with your resume and we will take it from there.

Civica is a Diversity Leader

At Civica we are committed to building and maintaining an inclusive and supportive culture where diversity thrives, and all of our people excel. We believe that diversity stimulates innovation, enables us to deliver better outcomes for people and communities, supports the growth of our people, and delivers great results for our customers. At Civica we recruit, promote and reward our people based on their contribution, regardless of gender, race, disability, religion/belief, nationality, ethnicity, sexual orientation, age or marital status.

Civica is an equal opportunity employer and welcomes applications from all sections of the community.

Please no agencies.