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IT Service Desk Manager

Ray White is a household name in Australia and New Zealand, a name synonymous with the property and real estate industry, home loans and mortgages and insurance.  Established in 1902, Ray White has evolved into Australasia's most successful real estate business, now approaching 1,000 individual offices in Australia, New Zealand and South East Asia. Last year, Ray White sold over $40 billion worth of property. In addition its network manages 160,000 investment properties on behalf of its landlords. Ray White today is still a family owned business, now spanning residential, commercial and rural property as well as home loans, property management and property funds investment.

An opportunity exists for the IT Service Desk Manager within our Corporate IT team in Brisbane. Reporting to the Head of IT Operations, this position will lead the support team to provide excellent service and world class solutions to both corporate and franchise customers.  The IT Service Desk Manager will draw on diverse technical and commercial experience to ensure an excellent level of technical and application support is provided to our customers.  This combined with strong leadership and experience with project management will be essential.

The successful candidate will demonstrate:

  • 10+ years relevant industry experience
  • Experience leading a customer centric IT team
  • Tertiary qualifications in a relevant discipline
  • Understanding of project management methodologies
  • Understanding of ITIL
  • Experience with a broad range of technologies including:
    • Google Apps,
    • Cloud Architecture
    • Microsoft Windows Server
    • Windows 10 Desktop Environment
    • MacOS
    • Security and Networking
  • Strong background in the delivery of customer services
  • Excellent written and oral communication
  • Excellent problem solving & analytical abilities including debugging and performance improvements
  • Teamwork and collaboration
  • Ability to adapt to changes in business and organisational priorities

The key responsibilities of this role include:

  • Leadership of the Support team
  • Escalation point for IT related issues
  • Manage issues through to resolution in a timely manner
  • Communicate with Franchisees for technical issues relating to their offices and our systems
  • Conduit between Infrastructure, Operations and Applications Development teams for production support issues
  • Reporting to Head of IT Operations on system support activities
  • Work closely with the “One System” team to ensure technology training is aligned
  • Support the wider business objectives in utilising technology
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