Service Desk Manager (SYD) Your role At Allens, our business teams are also specialists in their field, using their unique knowledge and expertise to solve critical client and business challenges. You’ll join our Customer Services team within IT, working from our Sydney office. The team plays an important role in ensuring a seamless technology experience and IT support for all staff and partners. As a Service Desk Manager you will: Manage the Sydney-based Service Desk team, ensuring the delivery of high-quality technical support and a consistent client experience across the firm. Drive adherence to IT policies and maintain high standards of customer service. Identify and implement opportunities to improve service delivery processes and streamline workflows. Execute technology rollouts (e.g., laptop and mobile device refreshes) with minimal disruption. Build, engage, and retain a high-performing team through clear goal setting, coaching, and performance management. Manage vendor relationships and procurement processes. This is a permanent, full-time opportunity. At Allens we have a hybrid working structure, typically 60% in the office and 40% from home. We would be happy to discuss any other flexible working arrangements that best support you. About you You will have: ITIL certification (required); relevant tertiary qualifications or equivalent industry experience are favourable. Proven IT management experience in a professional services or complex corporate environment. Strong understanding of ITIL practices, ITSM platforms (such as Jira), and desktop support (Windows OS, M365, iManage, VPN, etc.). Excellent troubleshooting, stakeholder management, and incident management skills. Ability to manage multiple priorities, remain calm under pressure, and make sound, logical judgments. Strong interpersonal, written, and oral communication skills. A desire to learn, grow, network, mentor others Your development In joining Allens, you will receive unparalleled learning and development opportunities. You will be challenged, supported and guided as you learn and develop, and will be encouraged to grow. We foster greatness, and will coach and support you to meet your goals and aspirations. Our unique Career Deal allows you to take control of your career and provides a transparent approach to career development. Our international alliance with Linklaters means we are able to support secondments all over the world. Our perks Our benefits include: Financial : market competitive fixed remuneration, employee recruitment referral program, discounts at hundreds of suppliers including retail outlets, health and travel insurance, charity matched funding program. Health and wellbeing : fully subsidised gym memberships, annual flu vaccinations, skin checks, in-house snacks and catered meals, subsidised sporting and social activities, Employee Assistance Program including confidential counselling, wellbeing coaching and financial coaching for employees and their families. Flexibility : hybrid and flexible working arrangements to support you in your work and life commitments and passions, equipment to support working from home. Leave : ability to purchase additional annual leave, access to an enhanced, inclusive and flexible parental leave policy – 26 weeks paid parental leave with no minimum service for permanent employees and high quality executive coaching to support the transition. Recognition : team based recognition including social activities and contribution based recognition activities, and annual Allens Values Awards to nominate and recognise the incredible contributions of our people. Allens is also proud to invest in our communities, giving you the opportunity to make a difference through our work on reconciliation, the environment and other social justice issues as well as our workplace giving and volunteering programs. How to apply? We'd love to hear from you so please click "apply now"! If you would like to find out more, please visit "This is Allens" or listen to our Allens Confidential podcast to hear real stories from real people about life at Allens. Alternatively, for a confidential discussion, please reach out to Olivia Newport, Talent Acquisition Consultant. At Allens, our culture is made up of unique backgrounds and varying life experiences. We celebrate our people's differences across gender and gender identity, sexual orientation, age, ability, cultural backgrounds, First Nations communities, and family and caring arrangements. If you require adjustments to fully participate in our application process, please contact us at careers@allens.com.au . We encourage applicants from all backgrounds, so if you're excited about this role but your past experience doesn't align, please express your interest by emailing us at careers@allens.com.au . The right role for you might be just around the corner!
