Job Overview
Telstra HelpDesk Manager
Job Description
Job Description:
- Telstra Provisioning experience
- Leadership experience
- Permanent role
Our Client is a leading Telstra Enterprise Partner. We are seeking for an experienced person to lead a busy help desk environment. The position of Help Desk Manager consists of managing, planning, directing and coordinating both staff and the operations of the Service Desk ensuring the highest standard of customer service is of paramount importance.
What will you do?
- Manage a small team of help desk staff to ensure consistent productivity; 

- Manage staff, prepare work schedules and assign specific duties; 

- Coach and mentor help desk staff to improve development; 

- Create, manage and monitor help desk staff KPIs 

- Provide and facilitate professional development to the team 

- Conduct weekly information meetings with Help Desk Staff. 

- Conduct quarterly performance reviews with Help Desk Staff. 

- Determine staffing requirements, and interview, hire and train new employees for help desk roles where necessary; 

- Establish and implement policies, goals, objectives, and procedures, conferring with management team as necessary; 

- Manage and monitor the delivery of high-quality customer service; 

- Ensure compliance for all Customer SLAs; 

- Oversee activities directly related to customer requests and requirements; 

- Manage, monitor and proof reporting requirements for client 
monthly reports; 

- Manage the development and implementation of support documentation, processes and procedures to ensure the timely delivery of quality, customer services to clients;
- Working closely with all help desk staff to proactively address ticket resolution and service improvement through the help desk; 

- Provide quality and timely performance reports to management on the operation of the team; 

- Acting as the primary point of contact for business areas for service desk functions and business processes; 

Skills/ Experience Requirements:
- Experience working with Telstra customers and services 

- Experience managing a help desk team 

- Ability to take a leadership role 

- Exceptional interpersonal and communication skills 

- Ability to work as an integral part of the leadership team
- Proven experience building a culture within a dynamic team environment 

- Exceptionally strong organisational & time management skills 

- A passion for excellent customer service 

- Excellent analytical and troubleshooting skills 

- Ability to think through complex problems 

- Strong attention to detail 

- Ability to provide leadership in customer service and customer communication on behalf of the Help Desk Team
- Demonstrated conflict management and resolution experience
What is on Offer:
- Permanent position
- Leadership role
- Competitive remuneration
How to apply:
- If you on our website, apply below
- If you are NOT on our website, please apply on the link: https://portal.appetencyrecruitment.com.au/d66f9037/other-jobs/telstra-helpdesk-manager-south-melbourne.php
Other titles for this role in other organisation might be: Service Desk Manager, Telstra Team Lead, etc.
Appetency recruitment Services @ 03 8560 3750