Global Help Desk Manager

Career Opportunities:
Global Help Desk Manager (6856)

Founded in Australia in 1917, Sims Limited (Sims) is a global leader in metal recycling and circular solutions for technology. We play a critical role in advancing circularity anddecarbonisationby supplying recycled materials and re-purposed products that help preserve our planet.

At Sims, we believe in developing our people. With a strong promote-from-within philosophy and a range ofprogrammesthat support continuous learning, we offer opportunities for meaningful, long-term careers. Employing more than 4,100 people worldwide, weoperateover 155 facilities across 13 countries. Simsprovidesthe stability, transparency, and professional growth opportunities of a publicly traded organisation, all driven by our purpose: to create a world without waste.

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.

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• 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.

• 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.
• 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 improve first-contact resolution.
• Standardize support processes and reporting across regional teams.

• Establish and monitor key operational KPIs, including:
  • Mean Time to Resolution (MTTR)
  • Customer Satisfaction (CSAT)
• Deliver regular executive reporting and service performance reviews.
• Utilize data-driven insights to improve service quality and efficiency.
• 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.

• Support future-state IT service strategy and operational transformation initiatives.
• Lead projects related to Service Desk modernization, AI adoption, automation,…