IT Manager - End User Computing and Service Desk

Job Description

ABOUT US We‘re a global fashion and lifestyle brand that empowers people to look, feel and be the best version of themselves. Creating everyday products to make everyday experiences better. Celebrating diversity and inclusivity, because we believe self-expression is for everyone. Using our voice and our platform to amplify the things that matter. Listening to our community and responding to what they care about. We’re restless — it’s what fuels our fire and sparks our big ideas. We’re optimistic — having an open mind means anything is possible. We’re better together — join our world and let’s do good things together. ABOUT THE ROLE We have an exciting opportunity to join our IT team as the Manager of our Global Service Desk and End User Computing team. Reporting to the Service Delivery Manager, you will lead a high-performing global team that serves as the first point of contact for all technology issues affecting our global stores, distribution centres, and the broader user community. By leveraging ITIL best practices, you will uphold global standards to identify incident trends and manage the associated problems while playing a crucial role in ensuring structured change processes are executed across the IT landscape. Within the team, you will continually strive to drive improvements in the services you provide, using clear metrics to identify and measure opportunities to enhance the experience of our customers. Additionally, the role will see you own the lifecycle of our end-user technology, from supporting new starters to have their best first day ever to ensuring the team always has the technology they need to perform their jobs effectively, thereby ensuring a seamless experience for our team. If you’re eager to make an impact in a global retailer, then apply now! SKILLS & EXPERIENCE Knowledge of IT service management principles (i.e. ITIL – qualifications would be advantageous). Proven experience in leading and managing technical teams in a fast-paced environment. Strong analytical skills for monitoring trends in service desk requests, reporting issues, and proactively addressing problems before they escalate. Attitude that supports an ever-better mindset, never sitting still or accepting the status quo. Familiar with common platforms used – Windows, macOS, Office 365, hardware. Clear communication skills with the ability to liaise with key stakeholders. OUR CULTURE To describe COTTON:ON in six words is easy; optimistic, passionate, real, energetic, collaborative and, most importantly, ethical. Our team members are a passionate group of people, committed to making a real difference in people’s lives through our philanthropic arm, the Cotton On Foundation. It is our shared belief that we can make a difference to the lives of everyone we touch, from our backyard to the world. BENEFITS We are committed to personal and professional development, which is supported by an ever-growing and expanding structure. We believe our people deserve the best space to do their best work and to support this we provide: 50% team member discount off all brands (excl. Ceres Life which is 30% off). A world-class office with a state-of-the-art Wellness Centre featuring spa therapists, holistic health experts, and free fitness classes (think reformer Pilates classes, personal training sessions, yoga studio, spin room, and run club!). A brand-new childcare centre onsite – incredible facilities, indoor and outdoor play areas, subsidised costs, and your kids are right next door! The Beckley, our in-house café with chef-prepared healthy meals, coffee, and snacks. You can also grab a nutritious take-home meal, taking the stress out of dinner time. Flexible working – enabling you to find the right working rhythm to be at your best. Competitive salary packaging – ensuring we are constantly benchmarking to industry. On-site concierge, let us help you get your life sorted with dry cleaning, car wash, and more. An Employee Assistance Program for you and your family. Returning from maternity leave (or primary carer parental leave)? Work part-time and get paid full-time for 2 months, all part of supporting you during your transition back to work. Team mingle celebrations, speaker’s series, surprise and delight moments – the magic happens when we get together. Do you have a dog? Bring them into the office. We love them! At Cotton On, we are focused on building a culture centred in belonging, and we are committed to creating workplaces where each individual can show up as their whole self, having an equal opportunity to succeed with us. We are proud of our diverse global workforce of 20,000 team members from countless nationalities, and we strongly welcome and encourage individuals of all backgrounds to apply with us. We are focused on bringing more voices, experiences, and backgrounds to our workforce as we drive diverse and inclusive outcomes for our team and our customers. If you have any individual needs in order to fully participate in the recruitment process, please contact us at so we may support you in completing the job application process. #J-18808-Ljbffr