We are:We are people working together, making possibilities a reality for people with a disability. We call ourselves #teampossible!Endeavour Foundation supports people with disability to live, learn, work and flourish according to their own interests and priorities. Our 5,000 strong team operates over 300 sites in the heart of local communities across Queensland, New South Wales and Victoria where we offer choice, opportunities and personalised support in the key areas of home, work, learning and community participation. While we have been around for over 65 years, we understand the importance of continuing to imagine what’s possible and look to inspire our customers and our people to re-define the possibilities. We are passionate and committed to securing high performing team members who will embrace and drive our purpose and values forward.The role:As Service Desk Incident Manager you will lead the Technology Service Desk Team in line with Endeavour Foundation’s strategic direction and aligned with the customer and employee experience.This role is responsible for leading a capability uplift within the Service Desk Team, coaching and mentoring the team to develop technically, and provide an improved customer experience.Further, responsible for driving a continuous improvement culture, aimed at transforming the processes, systems and service level within the existing Service Desk.The Service Desk is a key customer facing function of the Technology team. This role is critical in embedding a cultural change within the team, helping to foster the relationship Technology has with key stakeholders and supporting the transformation of the Technology function.All about you: Relevant tertiary qualifications in IT or equivalentDemonstrated experience in improvement of customer service within a 500+ user Service Desk.Demonstrated understanding of ITIL concepts and how these are applied in the Service Desk context.Demonstrated experience in coaching and mentoring staff.Experience in developing and managing Service Desk KPIs that are aligned to organisational requirement.5 years+ experience with a service desk tool that utilises an ITIL Service Management framework.5+ years providing direct user support in a complex IT end user environment.What we offer you:Attractive salary packaging and novated leasing optionsCorporate health insurance plans, and discounts with our corporate partnersOngoing professional developmentEmployee Assistance ProgramArrange of different roster arrangementsPaid parental leaveOnsite cafeOnsite secure car park optionsHow you can join #team possible:Please include a written statement, outlining your suitability (including examples), and why you are interested in this role. It is your opportunity to tell us about yourself, highlighting your transferable skills and experience including what you'll bring to the role and what you'll get out of it.Before commencing with Endeavour Foundation you will be required to undertake a National Criminal History check and hold or be willing to obtain a positive notice from Disability Services (Yellow Card) and Working with Children Check (Blue card).Endeavour Foundation welcomes the Royal Commission into Violence, Abuse, Neglect and Exploitation of People with Disability because it will provide a platform for people to be heard and seek justice. Everyone within our community is expected to act in a way that protects and supports the human rights of people with disability - this is our highest priority. Click here for more information. AUDAustralia - QLDBrisbaneCannon Hill4170