Service Desk Manager
To manage technical helpdesk team. This job is based at client site in Melbourne.
Summary about this job
Help Desk & IT Support
Company: NCR Australia
Location: Melbourne
Work type: Full Time
Salary: n\a
Phone: +61-2-3577-4187
Fax: +61-8-6255-1279
E-mail: n\a
Site: n\a
Detail information about job Service Desk Manager. Terms and conditions vacancy
About the business
Global leader in consumer transaction technologies, turning everyday interactions with businesses into exceptional experiences. With its software, hardware, and portfolio of services, We enable nearly 700 million transactions daily across retail, financial, travel, hospitality, telecom and technology, and small business. Our solutions run the everyday transactions that make your life easier. We are headquartered in Atlanta, Georgia, with approximately 30,000 employees and does business in 180 countries.
About the role
This role is based at Customer site in Melbourne and will be responsible to manage day-day technical helpdesk operations and team of helpdesk agents and team leads.
POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY:
- Contributes to bids and competitor assessment initiatives Service Implementation; Participate in bid reviews with the Area General Manager; Partners with sales and/or country management team to present capabilities.
- Ensure the successful design, development, and deployment of global service processes and related infrastructure.
- Position assists and leads a dedicated team of skilled professional team members; May be a requirement for extended hours support / escalation management as this role will be the senior escalation point for the Managed Service Center (MSC); Understand Managed Service operations.
- Position will be operationally responsible for seeing that the team is properly staffed and that they have the skills, techniques, tools, and processes in place to meet or exceed those customer expectations with the support of the MSC Manager; Recruits, trains and develops multiple teams.
- Responsible for performance measurements and performance tracking of service providers; Provide management reports on service providers to all groups associated with services; Able to positively influence customer satisfaction; Able to lead a technical workforce.
- Develops business relationships to accomplish team goals; Recognizes strategic opportunities and high pay-off activities that lead to success; Uses sound judgment in assessing and determining an appropriate course of action based on the information available, or escalates issues where further support needed; Sets high standards for individual and team performance
- Ability to bring conflicts to resolution.
- Develops others by giving specific and timely feedback with the support of the manager; Provides effective training and job experiences that enhance employee's skills with the support of the manager
Skills and experience
Qualification and Desired Experience
- Bachelor's Degree in IT or related discipline.
- 8+ years of related experience in a large IT Support Delivery Team, with at least 2 years of it in a managerial position.
- Ability to effectively communicate to customers while protecting the company's position; Ability to gather, organize, and present information in a focused and concise manner; Adapts communications to the intended audience; Listens to understand and fosters open communications.
- Excellent oral and written communication skills.
- Must have people management experience.
Note: Australian Citizens and PR Holder need only apply.