Role of an IT service desk manager

Traditionally viewed as the IT geeks that keep your organisations IT systems running like clockwork. IT service professionals are integral to the smooth running of an organisation.

In this day in the life interview we speak to Matthew Chandler about what it takes to become an IT service desk manager.


What does an IT service desk manager do?

I mainly manage the service desk. I have teams for the whole region, and am responsible for ensuring the interface between the business and the frontline team of service desk professionals and the business is working effectively. I also enjoy doing the practical side of the service desk.

How did your career progress and what training do you have?

I have had formal training in Information Technology Infrastructure Library (ITIL) and also did a Bachelor of Computer Science at university.

While I was studying I started working part time as a technician at a grammar school.  I was then offered a job at the casino in the IT department. I used to run the Keno across the country from that one location.

I decided to travel to London and gain experience over there. I started at an oil logistics firm that was contracted to a European aviation authority. I got to travel a lot, I went to Austria every two weeks, even to West Africa. It was a really exciting time in my career.

I came back to Australia and began working as a contractor at Easynet and was quickly offered a permanent role. I have been at Easynet  for 11 years now.

Describe a typical day

The great thing about my job is that everyday is different, which is great because it keeps it interesting. Typically we have a team briefing in the morning, check on the status of the various systems we use and make changes as necessary. We also receive a steady stream of calls and emails throughout the day from the employees across the region needing help so we action them as quick as possible.

What’s the best thing about your job?

A lot of people think the IT crew in any organisation are just quiet “computer geeks” but that is certainly not the case. To be in IT you need to be a real people person, because IT is essential to many businesses so your colleagues on every level will need you at one point or another. That is probably the best part of my job, being able to connect with so many different and interesting people in the organisation.

One piece of advice you would give to aspiring IT professionals?

Definitely get some work experience under your belt. Working part time while studying was not only a good way to apply the skills I was learning everyday but was also a big advantage when looking for my first full time job.

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