Technology Services Manager

About Us

Police Bank is one of Australia’s fastest growing Mutual Banks. We are a progressive, purpose driven financial institution, and we pride ourselves on offering a competitive range of financial products and services, all of which have been created with the needs of our members at front of mind.

About the Role

We’re looking for a hands-on Technology Services Manager who thrives in both strategic leadership and day-to-day operations. This role combines IT service delivery management with Help Desk leadership, ensuring reliable, secure, and customer-focused technology support across the organisation.

Key Responsibilities

Technology Services Management

• Oversee the delivery and performance of core IT services, infrastructure, and end-user computing
• Act as the initial point of contact for technical issues, diagnosing and triaging before escalation to Network/Infrastructure.
• Develop and maintain IT service standards, processes, and SLAs
• Lead service improvement initiatives to enhance reliability, security, and user experience
• Manage vendor relationships, licensing, and third-party service providers
• Support IT strategy, budgeting, capacity planning, and technology roadmaps
• Ensure compliance with security policies, risk controls, and regulatory requirements

Help Desk Leadership

• Manage daily operations of the Service Desk / Help Desk
• Lead, coach, and develop a team of support analysts
• Monitor ticket queues, response times, and resolution quality
• Implement and optimize ITSM tools, workflows, and knowledge bases
• Act as escalation point for complex or high-impact incidents
• Drive a strong customer-service culture and continuous improvement

About You

• 5+ years in IT service delivery, infrastructure, or end-user support
• 2+ years leading a Help Desk or Service Desk team
• Experience with ITSM frameworks
• Proven ability to manage incidents, problems, and change processes
• End-user computing environments (Windows, Microsoft 365, device management)
• Network, cloud, and basic infrastructure concepts
• ITSM platforms (e.g., ServiceNow, Freshservice, Jira Service Management, or similar)
• Cybersecurity fundamentals and best practices
• Strong people leadership and coaching ability
• Excellent stakeholder communication and service mindset
• Analytical, organized, and process-driven
• Ability to balance strategic planning with hands-on operational support

Why you’ll love us

• Make a real impact: Contribute to the success of a company with a mission you care about.
• Challenge yourself: Grow your skills and tackle exciting projects in a fast-paced environment.
• Work with the best: Learn from and collaborate with talented and passionate colleagues.
• Be heard: Have your voice valued and contribute your ideas in a supportive environment.

If you're ready to take your IT career to the next level and make a real impact, we want to hear from you!

Police Bank is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, religion, gender identity or expression, sexual orientation, age, marital or disability status. This role is open to Australian and New Zealand Citizens and permanent residents only