Global Help Desk Manager

Founded in Australia in 1917, Sims Limited (Sims) is a global leader in metal recycling and circular solutions for technology. We play a critical role in advancing circularity and decarbonisation by supplying recycled materials and re-purposed products that help preserve our planet.

At Sims, we believe in developing our people. With a strong promote-from-within philosophy and a range of programmes that support continuous learning, we offer opportunities for meaningful, long-term careers. Employing more than 4,100 people worldwide, we operate over 155 facilities across 13 countries. Sims provides the stability, transparency, and professional growth opportunities of a publicly traded organisation, all driven by our purpose: to create a world without waste.

Position Summary

Sims Limited is seeking a highly motivated and service-oriented Global Help Desk Manager to lead end-user support operations across Australia, New Zealand, and North America. This role is responsible for ensuring a consistent, high-quality IT support experience for employees across multiple regions while driving operational excellence, service maturity, automation, and continuous improvement.

The Global Help Desk Manager will oversee the day-to-day management of Service Desk operations, service performance, incident and request fulfillment processes, knowledge management, and customer satisfaction. The role will partner closely with Infrastructure, Cybersecurity, Applications, Business Intelligence, and Field Services teams to deliver reliable and efficient IT services that support Sims' global business operations.

This position plays a key leadership role in advancing ITSM capabilities through the effective use of Ivanti Service Hub, AI-enabled support solutions, self-service capabilities, and operational metrics.---

Key Responsibilities

Service Desk Leadership

• Lead and manage Service Desk operations across Australia, New Zealand, and North America.
• Establish a customer-centric support culture focused on responsiveness, accountability, and continuous improvement.
• Provide leadership, coaching, mentoring, and performance management for Service Desk personnel.
• Manage staffing, scheduling, workload balancing, and regional coverage models.

Service Delivery & Operations

• Ensure consistent execution of Incident, Request, Knowledge, and Major Incident processes.
• Monitor ticket queues, SLA compliance, backlog management, and escalation processes.
• Develop and maintain operational procedures and support standards across all regions.
• Coordinate with Infrastructure, Applications, Security, and vendor partners to resolve incidents efficiently.

ITSM & Continuous Improvement

• Drive maturity of IT Service Management processes utilizing Ivanti Service Hub.
• Identify opportunities for automation, ticket deflection, self-service, and AI-enabled support.
• Develop a knowledge-centered support model that reduces resolution times and improves first-contact resolution.
• Standardize support processes and reporting across regional teams.

Metrics & Reporting

• Establish and monitor key operational KPIs, including:

o SLA attainment

o First Contact Resolution (FCR)

o Mean Time to Resolution (MTTR)

o Customer Satisfaction (CSAT)

o Ticket volume trends

o Knowledge article effectiveness

• Deliver regular executive reporting and service performance reviews.
• Utilize data-driven insights to improve service quality and efficiency.

Vendor & Partner Management

• Manage relationships with outsourced Service Desk providers and support vendors where applicable.
• Ensure vendors meet contractual obligations, service levels, and performance expectations.
• Participate in vendor governance reviews and continuous improvement initiatives.

Strategic Initiatives

• Support future-state IT service strategy and operational transformation initiatives.
• Lead projects related to Service Desk modernization, AI adoption, automation, employee experience, and service management improvements.
• Partner with business stakeholders to understand service needs and identify opportunities to improve employee productivity.
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Qualifications

Education

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field preferred.

Experience

• 7+ years of IT support or Service Desk leadership experience.
• 3+ years managing geographically distributed support teams.
• Experience supporting global organizations across multiple time zones.
• Experience with ITSM platforms such as Ivanti, ServiceNow, Jira Service Management, or similar solutions.
• Experience managing outsourced support partners preferred.

Certifications (Preferred)

• ITIL Foundation or higher.
• HDI Support Center Manager.
• Microsoft, Ivanti, or related service management certifications.
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Key Competencies

• Strong people leadership and coaching skills.
• Excellent communication and stakeholder management abilities.
• Customer-first mindset.
• Data-driven decision making.
• Service Management and ITIL knowledge.
• Process improvement and automation focus.
• Vendor management experience.
• Ability to lead change in a global environment.

A career with Sims provides you with the opportunity to work with an organization whose goal is to be the world's safest and most responsible recycling company. Our people achieve this by creating a zero-harm workplace, being exemplary members of the communities in which we operate, and being responsible stewards of the environment. We also offer competitive pay and a range of attractive benefits.

Sims is proud to be an equal opportunity employer. We value the diversity of all of our employees and are committed to creating an inclusive working environment where everyone can contribute, advance on merit, and realize their full potential. Sims does not discriminate with regard to race, sex, religion, color, national origin, citizenship status, disability, age, marital or familial status, sexual orientation, gender identity, gender expression, veteran status, housing status, source of income, or any other status protected by federal, state, or local laws. This applies to any employment decision, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Qualified applicants with a disability in need of a reasonable accommodation may request such without fear of reprisal or discrimination.

To achieve our purpose to create a world without waste to preserve our planet, we are guided by our Principles of Purpose: Be Safe + Well, Band Together, Be Accountable + Transparent, Consistently Innovate, Inspire with Purpose, Celebrate + Have Fun.

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Why Choose A Career with Sims?

Sims is a hub of innovation, offering employees the chance to explore new ideas and technologies while providing ample opportunities for personal and professional growth.

With a diverse workforce, Sims fosters a sense of belonging and inclusion where employees can thrive and establish lasting connections. Working at Sims offers the chance to engage with a global network, providing opportunities for travel, cross-cultural experiences, and the ability to contribute to a sustainable future. Sims is renowned as one of the world's leading sustainable companies, empowering employees to make a difference in creating a world without waste to preserve the planet.

Sims prioritizes employee wellbeing, offering superior benefits packages, meaningful training opportunities, and a supportive atmosphere where employees feel valued and heard at all levels of the organization. Sims maintains a strong focus on safety, where individuals are encouraged to challenge themselves, contribute, and support one another, in a collaborative team environment.