Service Desk Manager

Corporate Travel Management (CTM) is undergoing an exciting period of growth as worldwide travel returns. If you’re ready to embark on a career with a global leader in business travel, we want to hear from you.

At CTM, our people are at the heart of everything we do. We know that our diverse team is the reason CTM is the award-winning TMC we are today, which is why recruiting like-minded travel enthusiasts is an important part of our business’ success and growth.

CTM is an award-winning provider of travel service solutions spanning corporate, events and sports markets. Headquartered and founded in Australia, CTM has offices all around the world, including Europe, Asia, North America, Australia and New Zealand.

The purpose of the role is to manage the customer service lifecycle and provide professional, timely, helpful, high quality and consistent customer service both technical and non-technical before, during and after the customer's needs are met.

The role also ensures that the region's IT infrastructure aligns with CTM business objectives. They manage infrastructure, service desk staff, and processes to ensure the effective and efficient use of technology and deliver high-quality IT services that meet the needs of the region and its users. They ensure that IT service delivery is consistent, reliable, and aligned with best practices ITIL.

• Excellent customer service and interpersonal skills.
• Strong leadership and team management abilities.
• Proficient in ITIL best practices.
• Strong problem-solving and analytical skills.
• Effective communication skills, both written and verbal.
• Ability to manage multiple priorities and work under pressure.
• Technical proficiency in relevant IT infrastructure and service desk tools.

• 5 years + experience in IT service management or a similar role.
• Proven experience in managing customer service lifecycle.
• Experience in managing IT infrastructure and service desk operations.
• Experience with ITIL or similar IT service management frameworks.
• Demonstrated ability to lead and manage a team of IT professionals.
• Experience in vendor management and negotiation.

• In-depth understanding of ITIL best practices and frameworks.
• Knowledge of IT infrastructure, including networks, servers, and security.
• Understanding of customer service principles and practices.
• Familiarity with service desk software and tools.
• Knowledge of project management methodologies.

• Bachelor’s degree in information technology, Computer Science, or a related field.

• Every hire starts with a chat with our Talent Acquisition team, if your profile is selected you will be contacted by phone or email (please check your spam folder);
• Then, if you are progressing, the hiring manager will invite you to an interview, usually on Teams;
• If you are successful we will invite you to our office for a final stage interview.

Wherever possible we will provide you with feedback, however we are a small team and often we won't be able to do so until after we fill the vacancy.

CTM is a responsible employer and is dedicated to conduct thorough right to work checks.

CTM is an equal opportunity employer. We want to make sure our entire recruitment process is accessible to everyone. If you need accommodations at any stage of the application or interview process, please let us know: as a Disability Confident Committed, we’re here to support you in any way we can. Do not hesitate to connect with our Recruitment team if you need to discuss arrangements.