• Fifteen years’ experience leading, managing, coaching, training and developing Desktop Support teams within Government and Private Organisations, in medium to high volume capacity (60 – 85 indirect reports, up to 55,000 inbound calls per month) • Helping organisations upgrade their performance by building a superior service culture• High level of oral and written skills, with proven ability to develop and maintain strong relationships with internal and external customers and stakeholders• Proven ability to deliver consistent service quality against agreed KPI’s and SLA’s by building a culture of customer service excellence• Outstanding people management skills, with demonstrated experience in leading and developing teams, managing organisational and cultural change, and implementing programs that optimise the effectiveness of personal and team performance• ITIL Practitioner v3 (Intermediate) certification, with specialised experience in implementing process efficiency savings in alignment with ITIL frameworks• Highly developed communication and facilitation ability. Proven experience in leading and mentoring teams and team leaders through periods of cultural and organisational change• Consistently work under Government Legislation and guidelines, having an exceptional knowledge of workplace procedures such as OH&S, Privacy, EEO and ensure that this legislation is adhered to at all timesSpecialties: SLA contract negotiation skills; management of agreed service levels; client relationship management; staff coaching and development; staff rostering and activity reporting; incident management process improvement; major incident management; team leadership; service desk management; service delivery management; continuous service improvement