Service Desk / Service Delivery Manager

Job Description

• Leading a local, interstate and international service desk team of nearly 20 techs
• Leader who knows how to build & improve the performance of centralised MSP service desk operations
• Contribute to building and enhancing the culture of the MSP organisation

Our client an established, successful Managed Service Provider to small and medium enterprises throughout Australia. They offer our clients a range of services including 24 hour service desk, network monitoring, telephony and WAN solutions, private and public based cloud based solutions and other project based works. 

About the role

We are looking for a strong people’s leader with highly developed communication, interpersonal and people development skills. You will lead to a team of 18 Melbourne and Sydney based service desk techs and a small offshore team. Thus, you should be a leader who can influence techs and measure, motivate a tech team.

Role and Responsibilities:

The role will require you work with other managers in the business to ensure prompt responses to customers requests, project requests and sales/account management teams’ request.

Customer service is a key element of this role as there will be times where you will deal directly with key stakeholders. Key responsibilities of the role include:

• Lead a team and build a high performance service desk
• Analyse service desk data and identify initiatives to improve the service desk and customer environments
• Managing, coaching and mentoring the service desk team
• Management of the overseas service desk (they have a manager however are part of our team and need to adhere to our processes and procedures)
• End-to-end management of  service desk activities;
• Scheduling of onsite visits;
• Working with the service desk team, client management team and the end customer to resolve incidents, requests and respond to system and security events;
• Managing the escalation of all major issues;
• Managing the relationship between Service desk and other internal teams ;
• Measure and improve staff satisfaction within the IT service desk;
• Measure and improve client satisfaction with the service desk;
• Responsible for documenting and improving IT service desk policies, processes, procedures and collateral
• Having an understanding of ITIL framework and implementing the relevant processes and procedures

Experience and Skills Requirements:

• Customer focused and able to multitask and deal with customers of varying IT capability.
• Atleast 5+ years MSP experience leading service desk and service delivery mandatory
• Strong understanding of managing and improving centralized MSP service desk operations
• Experience with managing project work shall be highly regarded
• Strong generic IT understanding across IT infrastructure such as Windows Server, Active Directory and Exchange server
• Experienced with understanding and producing customer facing service desk reports
• Experience reporting service desk stats to the leadership team shall be highly regarded
• Strong service delivery and ITIL knowledge
• Excellent communication customer service skills
• Full Australian Driver’s License and own car

On Offer:

• Competitive Remuneration
• Permanent position
• Excellent office & culture -where people enjoy their job, and always learn a lot

How to apply

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• If you are on our website then please apply using the “Apply Now” button below
• If you are NOT on our website then please visit our website to apply or apply via the link: https://www.appetencyrecruitment.com.au/91a7d6da/information-technology-business-jobs/service-desk-service-delivery-manager-collingwood.php

Other titles for this role in other organisation might be: Service Desk Manager, Service Delivery Manager, Service Desk Team lead, Service Manager

Appetency Recruitment Services @ 03 8560 3750

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