Service Desk Manager

The Company Thomax is a leading developer of cloud software for logistics clients both within Australia and internationally with our technology powering millions of parcel movements annually across a wide range of sectors and businesses. We are rapidly growing local success story, don’t miss your chance to be part of the future. We are actively seeking a highly motivated and experienced Service Desk Manager with a proven track record of leading dynamic teams of Service Desk Technical Leads and Analysts, providing expert application support for Warehouse Management Systems (WMS) and Transportation Management Systems (TMS). The ideal candidate will oversee daily service desk operations, ensure the timely resolution of issues, manage incidents, and foster effective communication between internal stakeholders and technical teams. This role demands a deep understanding of WMS and/or TMS applications, along with strong technical and leadership abilities , all while maintaining a customer-focused approach to service delivery. The role reports into COO, and is based in our head office in Pymble, NSW. Why us? As part of Thomax team you will enjoy the following perks & benefits: Up to 6 weeks of Annual Leave. Ongoing learning and certification opportunities. Company bonus/incentive. Employee referral scheme. Flexible/ hybrid working arrangements. Volunteer paid time off to make an impact outside. Access to wellbeing and Employee Assistance Program (EAP). Free car park on site. On your first day, you should have the following: Role Responsibilities Lead, mentor, and motivate a Service Desk team to ensure high-quality service and continuous performance improvement. Conduct regular one-on-one meetings, performance reviews, and training to foster career growth. Manage staffing, scheduling, and coverage for service desk operations. Oversee daily service desk operations, ensuring efficient resolution of WMS and TMS-related service requests. Prioritize and manage incidents and service requests to meet customer SLAs. Implement and enforce consistent incident management, escalation, and communication protocols. Monitor ticket queues and ensure timely resolution of open cases. Provide expert guidance on troubleshooting WMS and TMS-related incidents and act as the primary contact for escalated issues. Track incidents, maintain records for reporting, and analyse service desk performance for improvement. Collaborate with internal teams, promote knowledge-sharing, and report performance to senior management. Qualifications, Experience, Knowledge and Skills Proven experience (15 years) in a SaaS application service desk or technical support environment, with at least 5 years in a managerial or leadership role. Previous knowledge of WMS and TMS applications and related technologies (eg:- Manhattan Associates, Blue Yonder, SAP, Oracle or similar systems) would be advantageous. Solid understanding of incident management, problem management, and service management frameworks with ITIL certification (preferred). Proficiency in writing complex SQL queries, performing advanced data manipulation and aggregation, with extensive experience in database design, schema architecture, and SQL optimisation techniques to ensure query performance and system scalability. Extensive knowledge of API development and management (RESTful, SOAP), API gateways, and authentication mechanisms (OAuth, API Keys), with experience in EDI standards and protocols, FTP/SFTP, file transfer security, data encryption, integrating systems across diverse platforms, and using XSLT for XML data transformations. Bachelor’s degree in information technology or related field. Working Conditions Whilst the usual work time is during normal business hours Monday through Friday, responsibilities sometimes require working evenings and weekends to meet timelines agreed with stakeholders. Occasional local and international travel maybe required. Successful applicant should provide a satisfactory national police check

Location: The Rocks, AU

Posted Date: 2/1/2025