- Full Time, Permanent Role
- Location: Sydney, with Work from Home Options!
- Make a meaningful difference to the lives of Australians in need
Life at Mission AustraliaWhen you join the team at Mission Australia, you become part of a community who are determined to end homelessness and ensure people in need can thrive. United by our Christian purpose and values, we stand together with anyone who needs us, for as long as they need us. Find out more and .
Your OpportunityAre you ready to take on a pivotal role in managing the heartbeat of our service operations? We're seeking a proactive individual to lead our IT
Service Desk team, drive continuous improvement, and ensure seamless delivery of exceptional service to our valued clients.As the Manager,
Service Desk and Delivery, you will be at the forefront of our customer experience, overseeing daily operations, guiding your team to excellence, and serving as a liaison with key stakeholders. Your expertise will be critical in managing escalations, conducting in-depth root cause analysis, and implementing strategic service management improvements to enhance our services.If you thrive in a fast-paced environment, excel at problem-solving, and are passionate about delivering top-notch service, then we want to hear from you. Join us and be part of a team committed to excellence and continuous growth.
Your key responsibilities will be to:- Manage the overall Service Desk activities, providing superior customer service experience and end-user support
- Manage escalations from across the Services in an effective, customer focussed manner
- Develop and maintain strong relationships with other IT teams
- Manage the processing of incoming calls to the Service Desk via both telephone and email to ensure courteous, timely and effective resolution of end user issues
- Assess need for any system re-configurations or changes in line with feedback from End Users
- Develop and enforce request handling and escalation policies and procedures
- Oversee development and communication of knowledge bases, help sheets, usage guides and FAQs for end users
- Be the primary Major Incident/major incident manager focusing on resolution and root cause analysis
- For escalations received, undertake root cause analysis and identify trends and action plans to address and work with other parts of IT to remove pain points for the Services
- Manage, as well as plan and conduct performance appraisals of Service Desk staff, administer disciplinary action, raises, and promotions when necessary
- Manage the Service Management Processes (ITIL) including documentation and governance
Requirements for Success- A minimum of 5 years’ experience in a similar role with hands-on involvement
- Demonstrated experience in dealing with customers in a professional manner, both on the phone and in person
- Excellent customer service and communication skills (written and verbal)
- Working knowledge and support of Service Desk, call centre environments and its functions to the business
- Familiarity with the advanced principles of ITIL 3 or certification in IT Service Desk or other related
- Proven track record of developing and providing SLAs and Service Desk deliverables
- Demonstrated progressive experience in the management of a technical support team
- Exposure and use if IT Service Desk Management tools, including Service Now and 8x8 Telephony
Before starting work with us, you will need to undertake a national police history check, qualifications, and referee checks, and have a clearance to work with children/vulnerable people.
Our CultureOur innovative and inclusive culture will ensure you feel valued at Mission Australia as you help Australians in need and develop in your career.We prioritize the safety and wellbeing of everyone, both within our team and the individuals we serve.We are committed to creating a diverse and inclusive working environment. We actively support and encourage people of all backgrounds; gender, age, ethnicity, race, cultural background, disability, religion, and sexual orientation to submit an application and aim to ensure that the recruitment and employee experience is as accessible and inclusive as possible. So, whoever you are, if you’re skilled and actively support our purpose and values, you would be welcome at Mission Australia.If you live with disability and require support to submit your application, please email or visit our for additional contact details.Find out more about a .
Your Benefits- Rewarding work – every day you know you’re making a real difference
- Not-for-profit salary packaging, reducing your tax (details via
)
- Free external, confidential counselling and access to
- Volunteering opportunities
- Extra leave available including an additional public holiday, additional annual leave day on your work anniversary and the opportunity to purchase further annual leave
How to applyClick ‘Apply’ and send your application today!As a committed employer, we will respond to your application.Applications are shortlisted as they are received. Please apply as soon as possible to be considered. Thank you
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