• Based at our Melbourne, Burwood Campus or Geelong Waterfront Campus + hybrid work arrangements
• Full-time and fixed term until the end of March 2026
• HEW 7 $105,933 - $116,643  + 17% Superannuation

About the role

The Assistant Manager, Service Desk is responsible for ensuring the seamless delivery of IT support services within the IT Help team. This team is the primary point of contact for IT support for staff and students, received via multiple channels, for inquiries related to IT systems, hardware, software, network issues, and general technical support.

In addition to providing the team with direct guidance and leadership, this role will identify opportunities for improvement and support the implementation of new IT initiatives. Other responsibilities include maintaining and updating the IT knowledge base and assisting with training and development ensuring the team is effectively and efficiently addressing enquiries.

As the Assistant Manager, Service Desk, you will:

• Oversee development, maintenance, and updates of a knowledge bank to support incident management and service requests, ensuring fulfilment is completed to a high standard in line with service level agreements.
• Act as the primary point of contact for escalations and major incident co-ordination within and outside standard business hours, ensuring timely resolution
• Complete statistical reporting and trend analysis on service provision.
• Establish and demonstrate a high level of learning, energy and commitment and welcome feedback from others and use this feedback to improve learning.
• Give balanced, constructive feedback that takes in to account individual capability and supports team performance.
• Ensure team members responsible for implementing work priorities have role clarity, the authority to act and feel empowered and supported to act. 

To be successful, you’ll have:

• A Degree with substantial subsequent relevant experience; or
• Extensive experience and management expertise in technical or administrative fields; or
• An equivalent combination of relevant experience and/or education/training in Computer Science or Information Technology.
• Information Technology Infrastructure Library (ITIL) foundation level.
• Experience in leading and managing a customer service or support team and in a frontline customer service role, particularly in handling and resolving enquiries through various channels
• Experience in managing escalation processes, including resolving complex issues and coordinating with other teams for support and interventions.

Here's how to apply: 

Please submit your updated resume and a short cover letter outlining your skills and experience.

For a confidential discussion regarding this role, please contact Timothy Lovell, Manager, IT HELP on timothy.lovell@deakin.edu.au

For a copy of the position description, please see below:

 PD - Assistant Manager, Service Desk (577254).pdf

Applications for this position close at 11.55pm on Sunday the 5th of October

This opportunity is open to all current continuing, fixed-term and casual Deakin staff members only.

Are You Ready?

Deakin is a Victorian university with a global impact. We are an agile, dynamic, and innovative university committed to making a positive impact through our excellence in education, research and innovation and the contributions we make to the wider community.

We understand that our reputation has been built on the dedication and expertise of our staff and we offer a dynamic and diverse working environment with opportunities to grow and develop careers. We believe that a progressive, thriving culture will ensure that people choose to come, and stay at Deakin and contribute to our ongoing success.

We value diversity and aim to build an inclusive environment that champions, embraces and respects differences. We support and encourage applications from Aboriginal and Torres Strait Islander people, and people of all abilities, cultures, sexual orientation, and genders.