Position Summary

Sims Limited is seeking a highly motivated and service-oriented Global Help Desk Manager to lead end-user support operations across Australia, New Zealand, and North America. This role is responsible for ensuring a consistent, high-quality IT support experience for employees across multiple regions while driving operational excellence, service maturity, automation, and continuous improvement.

The Global Help Desk Manager will oversee the day-to-day management of Service Desk operations, service performance, incident and request fulfillment processes, knowledge management, and customer satisfaction. The role will partner closely with Infrastructure, Cybersecurity, Applications, Business Intelligence, and Field Services teams to deliver reliable and efficient IT services that support Sims' global business operations.

This position plays a key leadership role in advancing ITSM capabilities through the effective use of Ivanti Service Hub, AI-enabled support solutions, self-service capabilities, and operational metrics.---

Key Responsibilities

Service Desk Leadership
• Lead and manage Service Desk operations across Australia, New Zealand, and North America.
• Establish a customer-centric support culture focused on responsiveness, accountability, and continuous improvement.
• Provide leadership, coaching, mentoring, and performance management for Service Desk personnel.
• Manage staffing, scheduling, workload balancing, and regional coverage models.

Service Delivery & Operations
• Ensure consistent execution of Incident, Request, Knowledge, and Major Incident processes.
• Monitor ticket queues, SLA compliance, backlog management, and escalation processes.
• Develop and maintain operational procedures and support standards across all regions.
• Coordinate with Infrastructure, Applications, Security, and vendor partners to resolve incidents efficiently.

ITSM & Continuous Improvement
• Drive maturity of IT Service Management processes utilizing Ivanti Service Hub.
• Identify opportunities for automation, ticket deflection, self-service, and AI-enabled support.
• Develop a knowledge-centered support model that reduces resolution times and improves first-contact resolution.
• Standardize support processes and reporting across regional teams.

Metrics & Reporting
• Establish and monitor key operational KPIs, including:

o SLA attainment

o First Contact Resolution (FCR)

o Mean Time to Resolution (MTTR)

o Customer Satisfaction (CSAT)

o Ticket volume trends

o Knowledge article effectiveness
• Deliver regular executive reporting and service performance reviews.
• Utilize data-driven insights to improve service quality and efficiency.

Vendor & Partner Management
• Manage relationships with outsourced Service Desk providers and support vendors where applicable.
• Ensure vendors meet contractual obligations, service levels, and performance expectations.
• Participate in vendor governance reviews and continuous improvement initiatives.

Strategic Initiatives
• Support future-state IT service strategy and operational transformation initiatives.
• Lead projects related to Service Desk modernization, AI adoption, automation, employee experience, and service management improvements.
• Partner with business stakeholders to understand service needs and identify opportunities to improve employee productivity.

Qualifications

Education
• Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field preferred.

Experience
• 7+ years of IT support or Service Desk leadership experience.
• 3+ years managing geographically distributed support teams.
• Experience supporting global organizations across multiple time zones.
• Experience with ITSM platforms such as Ivanti, ServiceNow, Jira Service Management, or similar solutions.
• Experience managing outsourced support partners preferred.

Certifications (Preferred)
• ITIL Foundation or higher.
• HDI Support Center Manager.
• Microsoft, Ivanti, or related service management certifications.

Key Competencies
• Strong people leadership and coaching skills.
• Excellent communication and stakeholder management abilities.
• Customer-first mindset.
• Data-driven decision making.
• Service Management and ITIL knowledge.
• Process improvement and automation focus.
• Vendor management experience.
• Ability to lead change in a global environment.

A career with Sims provides you with the opportunity to work with an organization whose goal is to be the world's safest and most responsible recycling company. Our people achieve this by creating a zero-harm workplace, being exemplary members of the communities in which we operate, and being responsible stewards of the environment. We also offer competitive pay and a range of attractive benefits.