Service Desk Manager
You will be responsible for managing incoming tickets, ensuring SLA's are met, overseeing the escalation process for tickets.
Summary about this job
Management
Company: Robert Half Technology
Location: Melbourne
Work type: Full Time
Salary: $80k - $90k p.a. + super
Phone: +61-8-7551-2292
Fax: +61-3-9063-1584
E-mail: n\a
Site: n\a
Detail information about job Service Desk Manager. Terms and conditions vacancy
The Company
A leading healthcare provider who operates private hospitals and medical clinics across Australia. Due to a recent restructure within their Infrastructure team they are looking to fill a National Support Team Leader role on a permanent basis.
The Role
Reporting to the Head of Service Delivery, the Service Desk Manager will primarily be responsible for the management of an 8-strong team who provide L1/2 support to clients throughout Australia. You will take ownership of the ticket management system, ensuring that tickets are dealt with within specific SLA’s, or escalated if required. Weekly and monthly reporting will also be a key accountable.
The role will also involve questioning current processes and assisting with developing and documenting new processes so common problems can be addressed efficiently.
From a technical perspective you will remain up to date with the latest technical requirements in order to provide a high level of technical knowledge in order to troubleshoot escalated issues.
Your Profile
You will be a natural leader, have strong management experience and be able to rally the troops in a high pressure environment when the chips are down. You will be a good problem-solver, able to think on your feet and be able to take the initiative when required to get the best out of your team.
Coming from a similar role within professional services this is a great opportunity to embed yourself in a growing organization with a fantastic team culture.
Technically, you will be able to resolve Level 2 Service Desk issues as a minimum and troubleshoot issues relating to the following:
- Windows Server 2008/2012
- Active Directory and Group Policy
- MS Exchange
- PABX phone system
- Citrix
- Microsoft Office and Windows operating systems XP/7/8/10
A strong understanding of networking is also essential.Relevant tertiary qualifications and Microsoft and ITIL Foundation certifications would be an advantage.
In addition to your technical skills the role requires excellent communication skills the ability to prioritise your work.
Apply Today
If you feel you meet these criteria please Apply today.
Ref: 06810-0010528034