AddressThe role
We are currently seeking an engaged and experienced Service Desk Manager with a “can do” attitude to join our growing business. The role manages our Service Desk team and contributes to the organisational strategy at the management level, taking ownership over support frameworks and associated business tools.
This role reports directly to the Manager Operations and is responsible for managing the Service Desk team, working closely with our Service Desk Coordinator, to provide excellent customer service, resolve level 1 and 2 technical issues, escalate complex issues to our engineering teams and perform tasks relevant to client reporting, backup monitoring, device and system rollout preparation, just to name a few.
About You:
You will need a calm, collected and positive “can do” attitude to keep the large team engaged, motivated and developed.
While technical skills would be advantageous, the role is more about personality, leadership and business systems, tools and processes. You will need excellent customer service skills and a personable demeanor to deal with the ongoing challenges that IT support and troubleshooting within corporate environments entails.
You must take pride in the quality of your work and operate effectively in an autonomous manner, but also enjoy being part of a team. You will have excellent time management skills, allowing you to prioritise tasks in a logical manner.
Key Activities and Responsibilities:
- Managing the daily operations of the Service Desk to ensure service standards are met and maintained in line with company-defined objectives.
- Championing our support service frameworks, business systems and technical tools, being an escalation point and key driver of onboarding, compliance and training across our platforms.
- Working with the Service Desk Coordinator, monitoring the support queue and allocating as required, monitoring performance levels across all staff and systems, and providing guidance and direction on the distribution and delegation of work.
- Scheduling and coordinating on-site Service Desk staff as required.
- Maintaining responsibility for efficient system deployment tools and customer SOE delivery.
- Enforcing escalation processes for timely resolution of support requests from other business units.
- Contributing to continuous improvement of documentation, processes and policies for company support delivery and information security
- Maintaining our documentation guideline schedules, ensuring that documentation & asset management are up to date across the client base.
- Supporting development of Service Desk staff with regular one-on-ones, providing performance feedback and rostering for on-call and outside-hours services.
- Monitoring the conduct of the team on the phone and in emails and providing reminders and guidance to the team or individuals when required
You will bring the following skills and experience to the role:
- Minimum 2 years’ experience in an IT Service Desk Manager or Team Lead/Coordinator role, within a similar environment, supporting corporate IT networks and users
- Demonstrated ability in leading teams and managing staff
- Demonstrated knowledge of supporting corporate Microsoft hybrid/ cloud/on prem environments
- ITIL v3 or v4 foundation highly regarded
- Knowledge of Corporate IT environments including:
- Active Directory + AD Azure
- Office 365
- Change Management processes
- Workstation & Policy Controls (Intune/Group Policy)
- Virtualisation and Backup
- General IT Support requirements in corporate settings
- Excellent knowledge of incident and problem management
- A high level of customer service and customer advocacy skills and proven ability to build strong relationships with a range in internal and external clients
You will need to demonstrate the following personal attributes:
- Diplomacy: ability to demonstrate patience and understanding
- Flexibility: willingness to go above and beyond
- Maturity and professionalism
- Organisation: time management and prioritisation to meet deadlines
- Self-motivation: ability to work independently with minimal supervision
- Teamwork: ability to work effectively within a team
- Attention to detail
Don't miss out of this exciting opportunity…. APPLY NOW!
