IT Service Desk Manager

HUB24 leads the wealth industry as the best provider of integrated platform, technology and data solutions. At HUB24, we know the smartest investments start with our people. We are innovative and ambitious, and we move fast.

At HUB24, we empower our employees to bring their ideas and creativity to work.

Rather than getting bogged down in bureaucracy and red tape, we build a culture that supports our team members to have a real impact on our business and the success of our customers.HUB24 Limited is a company listed on the Australian Securities Exchange (ASX: HUB)THE HUB24 STORY We think creatively and we’re not constrained by traditional thinking or barriers to success.

We’re led by experts, realists with ideas, grounded in commercial reality who are bold enough to visualise the future a little differently and to advocate for what matters to our clients. We are here to lead change and are committed to empowering better financial futures for more Australians.

Benefits And

Life At

HUB24Learn more about our employee benefits HERE.

Job Summary

At HUB24, we're redefining wealth management and platform technology. As one of Australia's leading fintech organisations, we empower advisers, accountants, businesses and investors through innovative technology and exceptional service.

We're looking for an experienced IT Service Desk Manager to lead and evolve our Service Desk function, ensuring a high-quality employee support experience while driving service excellence, operational maturity and continuous improvement across our technology environment.

As the IT Service Desk Manager, you will lead a team responsible for delivering responsive, customer-focused technology support across the organisation. You will oversee incident, request and problem management processes, champion service improvements, and work closely with infrastructure, cloud, security and application teams to ensure seamless IT service delivery.

This is an excellent opportunity for a people leader who enjoys balancing operational excellence with strategic service improvement initiatives.

Responsibilities

• Lead, mentor and develop a high-performing IT Service Desk team.
• Drive exceptional end-user experiences through efficient delivery of IT support services.
• Manage incident, request, problem and escalation processes in line with ITSM best practices.
• Monitor and report on service performance, SLAs, customer satisfaction and operational metrics.
• Identify trends and root causes to reduce recurring incidents and improve service quality.
• Develop and maintain knowledge management practices and support documentation.
• Partner with technology teams to coordinate major incident resolution and service restoration activities.
• Oversee onboarding, offboarding, user access management and end-user technology support services.
• Drive automation, self-service capabilities and process optimisation initiatives.
• Foster a culture of continuous improvement, collaboration and customer focus.

Requirements

• Experience leading Service Desk, End User Services or IT Support teams.
• Strong understanding of IT Service Management (ITIL) principles and frameworks.
• Proven experience managing incident, problem and request management processes.
• Exceptional stakeholder management and communication skills.
• Experience driving service improvement initiatives and operational maturity.
• Strong analytical and reporting capability with a data-driven approach to decision making.
• Experience working within medium-to-large enterprise environments.
• Passion for customer service, coaching teams and delivering business outcomes.
• Nice to Have
• ITIL certification.
• Experience within financial services, fintech or highly regulated environments.
• Exposure to ServiceNow, Jira Service Management or similar ITSM platforms.
• Experience with Microsoft 365, cloud-based workplace technologies and identity/access management processes.
• The Recruitment Process
• Acknowledgement email once your application has been submitted.
• Our Talent team will start reviewing your application.
• If unsuccessful, you will be notified.
• If your application progresses to the next stage, our Talent team will be in touch to discuss your alignment with the role.
• If you’re a person with an impairment or disability, this is an opportunity to share with us any accessibility requirements that you may have for the role.
• Should you require any accommodations to the recruitment process, please email recruitment@hub24.com.au, and one of our team will contact you.
• Interviews can happen virtually or face-to-face with the hiring manager or other members of the broader team.
• Depending on the role, there may be more than two interviews.
• Communication of outcomes to successful and unsuccessful candidates and feedback provided.
• As part of our process, a police check will be conducted on all successful candidates*. Further details on our HUB24 Group Recruitment Privacy Collection notice can be found here. 2024 Circle Back Initiative Employer – we commit to respond to every applicant.

Endorsed by WORK180, we are proud to be recognised as an employer of choice for women.

We have been nominated and placed on the BOSS Best Places to work list. Seek Star Awards 2024 - Nominated as a finalist for the Best Employer Brand InitiativeHUB24 is an equal opportunity employer. We are committed to creating an inclusive environment where diverse perspectives are valued and every individual is treated with respect.

We welcome applications from people of all backgrounds, including Aboriginal and Torres Strait Islander peoples, people with disabilities, people from culturally and linguistically diverse communities, and people of all gender identities and sexual orientations. If you require adjustments to the recruitment process or have accessibility requirements, please let us know – we’re here to support you