Job Description

* Leading service desk and ensuring client satisfaction

* Centralised service desk leadership role for MSP business

* IT infrastructure and Cloud Services for Small, Medium to Large organisation

Our Client:                        

Our client proudly owned Australian, award-winning managed services provider that is growing fast and looking for talent like yourself who can grow themselves and help the business grow. 

Common Requirement:

• Proven leadership experience in managing Service Desk & Service delivery
• Excellent communication and client management skills
• Strong work ethic
• Exceptional time management skills
• Strong technical IT infrastructure background

Service Desk Manager shall be responsible for leading the service desk for the organisation.  The role will require working across Client Satisfaction, ITIL disciplines, Incident / Problem Management, Configuration Management, Change Management, HR functions, Appraisals, Client management and stakeholder management, process improvement with a focus on continuous improvement.

Job tasks and responsibilities

• You will be an accomplished IT professional with a strong technical background
• You will have great interpersonal skills and demonstrable experience providing excellent customer service and user experience
• You shall have experience in building teams/hiring and building high-performance teams in a managed service environment
• Experience in small-medium sized enterprises
• Experience leading and managing onshore and off-site service desk team
• Problem management and continuous improvement mindset
• Ownership attitude – you will be leading (not managing) the service desk
• Analyse tickets to identify if 80-20% rule could help reduce the load on service desk
• Analyse the root cause of tickets missing the SLA
• Ensure service desk is operating within the contractual SLA

General Leadership & HR Responsibilities

• Ensuring 100% client satisfaction & service delivery
• Leading the service desk
• Mentoring of staff
• Accountable for client satisfaction
• Ensure time management and timely delivery
• Conducting review and appraisal discussion
• Hiring & firing for the team
• Motivating team – build a high performing team
• Ability to manage and regulate pressure towards a positive outcome

Service Delivery & Client Management Responsibilities

• Presenting monthly reports to the clients
• Ensure client reports are prepared and presented on time
• Ensuring performance and resource utilisation KPIs are met
• Ensuring contractual SLA are met and clearly communicated to the team

Key Performance Indicators for the role

• Client satisfaction
• On time, in budget resolution of the client issues
• Process improvement
• Service Desk Matrix accountability

Requirements:

• Proven experience in an IT Service Delivery experience in a managed services environment
• Strong Leadership experience – proven experience of leading teams
• Professional grooming and presentation skillls
• Proven knowledge in new and upcoming technologies
• Certifications in (Cisco, Microsoft, VMware, Palo Alto, WatchGuard, Azure, AWS, Azure) shall be highly regarding
• Experience with Connectwise & Kaseya
• Australian drivers' license and own vehicle
• Solutions and improvements focused on individual

On Offer:

• Full time role + Competitive Remuneration + Leadership Position
• Great culture
• Leadership and growth potential

How to apply:

• If you on our website, apply using the link below
• If you are NOT on our website, please apply on the link: https://portal.appetencyrecruitment.com.au/232385d1/information-technology-jobs/service-desk-manager-south-melbourne.php

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

Appetency Recruitment Service @ 03 8560 3750