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IT Service Desk Manager

Reports to:

IT Director


To lead the service delivery team and manage the delivery of all IT applications and services to Cath Kidston Stores, Head Office & Warehouse Users.

Key Accountabilities & Responsibilities:

  • Provide Application and IT support for all Business systems

  • Manage a Service Desk team to support the growing business

  • Administer and support the Cath Kidston infrastructure using appropriate tools such as the Active Directory Domain structure

  • Contribute to IT related projects, as directed by the IT Director

  • Recommend new technology and application solutions to improve the Cath Kidston business process

  • Provide 24 x 7 x 365 support services to all Users including Stores, utilising third parties as appropriate

  • Lead, manage and develop the Service Desk Team members.


  • Communication skills

  • Understanding the Retail End to End process

  • People management

  • Ability to lead a team through the change to understanding Service Delivery

  • Ability to prioritise under pressure

  • Maintain logical approach to problem resolution

  • Effective delegation

  • Empathy with the End User

Performance Indicators:

  • Defined service delivery measures

  • Proactive review of Support activities

  • Ensure Support calls & actions are managed

  • Management of third parties as required

  • Maintain quality of out of hours support

  • Adherence to agreed processes

  • Evidence of ‘Continuous Improvement’ through reporting

  • Solicit feedback from internal customers on Support Services

  • Achievement of set objectives

  • Management of service team

Knowledge, Skills and Experience:

  • Min 2 years in a similar role

  • Retail systems end to end knowledge

  • GAwareness of IT technologies and applications within the Cath Kidston architecture including MS Active Directory, MS Office, MS Exchange, IP & MPLS Protocols and the Business systems Maginus and Futura

  • People management

  • Awareness of new IT solutions and application developments for potential future business use

  • Understanding & exposure to the business pressures of key departments within a Retail business

  • Flexible approach, as some travel & out of hours work may be required, as well as the demands of managing an out of hours support service

  • Added Value skills, including POS, SQL & Oracle Database technologies

To apply for this role please send us a copy of your CV and a covering letter stating salary expectations to:

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