Address
Form of workAbout the role:
We are currently looking for an experienced IT Service Desk Manager to provide a seamless IT Helpdesk customer service experience. This role will be responsible for monitoring and managing the Help Desk team, delivering training and development to ensure the team adheres to customer service protocols, and are continually developing in their capabilities and skills as a team. The role will also be responsible for optimising processes and reporting to management on customer service performance. This role will involve building relationships with key stakeholders and fostering collaboration among teams to ensure the best customer experience.
About the role:
- Provide oversight and guidance of the help desk team. Conduct training to ensure adherence to service delivery protocols and the maintenance of high service standards. Report on customer service performance and initiatives to senior management. and motivate a team of IT professionals, providing guidance, support, and mentorship.
- Evaluate current customer service procedures for consistency and cost and procedural effectiveness. Identify areas for improvement and employ strategies to enhance service delivery.
- Design and implement new customer service procedures and systems to address evolving organisational needs and identified service delivery gaps. Collaborate with technical teams and stakeholders to optimise systems and continuously enhance service quality.
- Cultivate strong relationships with key stakeholders and customers to understand their needs and concerns. Effective communication and collaboration with stakeholders facilitate a comprehensive understanding of service delivery processes enabling proactive issue identification and resolution.
- Manage customer incidents and complaints by overseeing the complaint resolution process. Provide support to customer facing staff and engage directly with customers to address escalations promptly. Implement effective complaint handling procedures to ensure swift and satisfactory resolutions.
Benefits:
- Competitive salary plus super
- Benefits program with a variety of staff discounts
- Staff fuel discounts
- Vehicle salary packaging
- Employee referral bonus program
- Down to earth friendly team
Skills and Experience:
- Bachelor's degree in Information Technology, Engineering, Computer Science, Information Systems, or equivalent experience
- 5 years + experience working in IT operations
- Proven experience in a leadership role within an IT department.
- Excellent leadership and team management skills, with the ability to inspire and motivate others.
- Excellent verbal and written communication skills
About the company:
IOR is part of the privately owned IOR Group of companies which has been active in the fuel industry for nearly 40 years. IOR is a vertically integrated fuel group, with interests in oil production assets, a crude oil refinery in far western Queensland and a fuel distribution network of depots and diesel truck stops throughout regional Australia. In addition, IOR runs an equipment rental business. IOR has a large customer network across Australia. We are committed to our local communities and having a local team.
IOR supports diversity in our workforce.
