Service Desk Manager
Lead a team of 10 Service Desk Analyst in supporting customer across Australia for a mature Managed Services business.
Summary about this job
Help Desk & IT Support
Company: The Network
Location: Melbourne
Work type: Full Time
Salary: $90000.00 - $100000.00 p.a. + $5K bonus + super
Phone: +61-2-8216-8929
Fax: +61-8-6858-3681
E-mail: n\a
Site: n\a
Detail information about job Service Desk Manager. Terms and conditions vacancy
SERVICE DESK MANAGER
JOIN A MATURE MANAGED SERVICES
LEAD A GROWING TEAM OF 10 SERVICE DESK ANALYSTS
MELBOURNE
$90-100K BASE + $5K BONUS + SUPER
The Company:
Our client is a market-leading, IT Services Company who are gold partnered with a large number of major technology vendors. They provide enterprise professional & managed services to a large number of major customers across Australia. They are seeking a strong leader, who can provide effective coaching, support and mentoring to the Service Desk team.
The Role:
The position of Service Desk Manager is primarily responsible for managing a team of high performing Service Desk Analysts, ensuring the continued growth of the business through successfully executing the service management strategy. The Service Desk Manager is responsible for ensuring that first level support services are delivered in a professional and timely manner including incident and service request management through daily dispatch of service requests by monitoring and managing incoming client requests so that they can be dispatched to appropriate resources.
The Experience:
To be successful in this role you will need to meet the following skills and experience:-
- Management and leadership of the Service Desk team
- Engage, develop and motivate the team to ensure agreed service levels are achieved
- Ensure Service Desk Analysts build strong working relationships with broader Managed Services team
- Conduct quarterly performance review meetings with team
- Continually strive for new ways to increase the effectiveness of the team through process improvement
- Deliver exceptional technical support and outsourcing services to customers within customer specific Service Level Agreements (SLAs)
- Understand reference technical documentation of customer's infrastructure
- Develop and maintain process documentation and training material
- Coordination and scheduling of Service Desk team and to ensure maximum utilization of billable resources ⁻ Monitor resource schedules to ensure prompt time entry on service requests
- Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages
- Improve customer service, perception and satisfaction
- Escalate service requests that require engineer level support
- Report the utilization of service desk resources and successful completion of service requests
Culture & Benefits:
Joining a highly experienced and capable Professional Services Team, you will get the opportunity to work in a dynamic and agile environment with a view of progressing into other technology areas or more senior positions within the business. As a permanent employee of such a well-established company you can expect perks and benefits such as Flexible Annual Leave, Professional Memberships, Family Care and Employee Assistance Program.
If you are interested in this position then apply now or you can reach Martin Sharman at The Network directly on 0420 894 294 or [email protected]