• Job no: 8BPBB

• Location: Berry Street Central Office, Wurundjeri Country
• Salary: $106 - $111k, base salary + super and the option of Salary Packaging
• Employment Type: Full-time, Permanent role

About Us

Berry Street is committed to supporting children, young people, and families with a wide range of programs and services. To enable our frontline staff to carry out this important work, our Service Desk provides critical IT support across laptops, mobile devices, infrastructure, and applications.

We are seeking a proactive and strategic Manager, Service Desk to lead our IT support team. This is an opportunity to contribute to the smooth functioning of our organisation by ensuring exceptional service delivery. With a ‘customer-first’ mindset, you will play a vital role in enabling staff to carry out their work effectively across Berry Street’s programs and services.

You’ll mentor and develop your team, ensuring they thrive in a collaborative environment that reflects Berry Street’s core values of Courage, Integrity, Respect, Accountability, and Working Together.

Key Responsibilities

• Collaborate with stakeholders to provide input into the IT roadmap and identify future technology opportunities.
• Oversee the day-to-day operations of the Service Desk, ensuring alignment with organisational goals.
• Identify trends and drive continuous improvement.
• Ensure processes, technical operations, and training are compliant, efficient, and fit-for-purpose.
• Occasionally travel to Berry Street’s local and regional offices as required.
• Lead Problem Management initiatives to resolve recurring technical issues.

What We’re Looking For

We are looking for a dynamic leader who is passionate about IT service delivery and will foster a positive, customer-focused team culture.

• Proven experience in managing IT service desks or similar functions.
• Strong knowledge of ticketing systems, IT service management (ITSM), and meeting SLAs.
• Ability to analyse data, identify trends, and implement improvements.
• Excellent interpersonal and leadership skills, with a customer-first approach.
• Ability to work effectively with diverse teams and stakeholders across the organisation.
• Experience with ITIL framework (certification preferred).
• A willingness to travel occasionally including regionally.
• A Bachelor’s degree in Information Technology is required.

Why Join Berry Street?

• Secure a permanent role with opportunities for professional development.
• Salary Packaging – maximise your take-home pay with $15,900 in tax-free benefits.
• 10 Weeks Paid Parental Leave & other generous leave conditions.
• 17.5% Leave Loading on annual leave.
• Regular supervision.
• Access to our Employee Assistance Program for you and your immediate family.
• Hybrid working arrangements to support your personal and professional life.
• Make a Difference: Join a mission-driven organisation dedicated to making a positive impact in the lives of children and families across Victoria.

Apply Now

Submit your resume and cover letter addressing the key criteria via the "Apply Now" button.  

Contact

• Harry Tsockallos, Head of Information Technology, [email protected] using the subject line: Manager, Service Desk enquiry via EthicalJobs
• Fiona Herbu, Team Leader, Talent Acquisition 9421 9379.

Please Note; the successful applicant will be subject to comprehensive reference and background checking prior to employment, including a Working with Children Check and National and International Police check if required.

Berry Street is committed to being a child safe, child friendly and child empowering organisation. In everything we do we seek to protect children. We are committed to the cultural safety of Aboriginal and Torres Strait Islander children; children from culturally and/or linguistically diverse backgrounds; children with a disability; children who identify as LGBTQIA+. We aim to ensure every individual is treated with dignity and respect regardless of their cultural background, ability, ethnicity, gender identity, sexual orientation, spirituality or religion.

Aboriginal and Torres Strait Islander people; people from culturally and/or linguistically diverse backgrounds and people with a disability are encouraged to apply.