Title:  Service Desk Manager


Bentleigh East, Victoria, AU

About us

At Officeworks we make bigger things happen. Our customers, our team, and our community are our heart and soul. And if our brilliant people have taught us anything, it is that we can do all kinds of incredible things, each and every day.


Fast paced. Innovative. Inspiring. With more than 8000 team members and a national footprint of more than 165 retail stores Australia wide – we’re focused on delivering a wide range, low price and great service. We’re about inspiring new ideas and thinking outside the box. We’re about kicking goals, having a laugh and pushing each other. We are about being rewarded and supported. We’re about teaching a customer something new and supporting the community. We’re about making a difference.

About the role

Officeworks is on an exciting path of transformation and innovation in line with our exciting 2025 vision. IT is at the forefront of driving our roadmap through an exciting IT strategy and design of our technology system architecture.

We are currently looking for an experienced Service Desk Manager to join our IT Operations Leadership Team based at our support office in East Bentleigh.

If you are a passionate people leader, have a passion for continuous improvement, and love technology, this is the role for you.

Key Responsibilities:

  • Providing coaching and mentoring to service desk team members and handling escalated team member incidents, problems, queries, and complaints in an effective and timely manner.
  • Continually searching for and driving implementation of initiatives that will create service and cost efficiencies across the entire technology team.
  • Providing advice to management regarding the capabilities and operational status of all systems and support.
  • Management of rosters and ensuring that adequate resources are available to respond to support requests.
  • Monitoring all incidents reported to the Service Desk and identifying areas for improvement.
  • Liaising with vendors regarding the progress of their action on assigned incidents/problems.
  • Ensuring all incidents are logged and actioned via an IT Service management system (ITSM).
  • Establishing KPI’s for the Service Desk, monitoring and recommending solutions for service level issues.

About you

  • To set you up for success in this role you must have previous experience in a leadership role within an IT support/helpdesk team or a call centre environment and ideally have strong experience in technical operational roles.
  • You are very familiar with measuring call centre/helpdesk metrics and have experience you can leverage in leading service improvement initiatives which will benefit IT operations.
  • You are a strong communicator, an experienced influencer, you have the ability to keep a level head in a stressful situation and you help to coordinate the efforts of others.
  • You enjoy problem solving, you are logical and you are passionate about inspiring your team to help achieve amazing results!
  • You are flexible with work hours and are contactable via mobile phone when not in the office, to support the 24/7 operations of your team
  • You have a passion for continuous improvement


If you have a proven track record of customer service and a strong desire to go above and beyond, this could be your next opportunity. On offer is a fantastic opportunity to work within a dynamic and supportive team environment within a busy and growing company.

Our culture

It’s all in a day’s work when you’re part of the Officeworks community – where you’re not defined by who you are, but what you can do. We celebrate our teams’ uniqueness by offering the below to the Officeworks family:

  • An inclusive, diverse, and supportive environment.
  • Flexible working arrangements to best support your individual needs.
  • A key focus on wellbeing and safety.
  • Generous discounts at Officeworks, Kmart, Target and Catch.
  • Ongoing training and development opportunities to progress your career.
  • Industry leading Growing Families policy and access to Circle In portal for Working Families.


At Officeworks, we operate best when our team represents the communities we serve. We proudly commit to providing a safe and supportive work environment for everyone. We actively encourage applications from all candidates, including Aboriginal and Torres Strait Islander peoples, the LGBTQI+ community and people with disabilities.

Officeworks is a ‘Circle Back Initiative’ employer – we commit to respond to every applicant.