Service Desk Manager

Job Description

• Highest point of escalation for the service desk
• High customer satisfaction driven environment.
• Fantastic Work Environment – unique career opportunity

Our client an established, stable and growing Managed Service Provider business that has been catering to small and medium enterprises mainly in Sydney for over 35 years. The team is expanding in Melbourne and is gearing for growth.

The value proposition for this amazing business is to act as a true strategic partner accountable for delivering increased value and increased efficiency for its customers. The culture of the organsiation culture is to properly analyse and fix problems to continually improve the clients’ environment and confidence in their technology environment. 

About the role:

The purpose of this role as the Service Delivery Team Leader is to primarily coordinate the activities of the Service Desk department ensuring timely delivery of workloads to achieve client outcomes, providing procedural guidance to team members and alleviate roadblocks where present. The role will also take on team management duties with respect to ensuring learning outcomes and regular 1-on-1s are executed.

A high level of communication proficiency and stakeholder management is required given that both responsibilities involve changes that can have high impact on clients. Negotiation skills are required to ensure optimal pricing is obtained for both client .

Role and Responsibilities:

• Promote and represent the company values in all aspects of the role.
•  Maintain a consistent high standard of professional interaction both over the phone, on email or face to face with clients.
•  Call handling – level 1 triage of inbound calls, managing call queue efficiently, accurate data recording
•  Ticket allocation – allocating balanced workloads between team resources and ensuring on time delivery of workloads
•  Escalating tickets to appropriate delivery areas for further actions where required
•  Managing ticket lifecycles to ensure appropriate process compliance
•  Supporting team members to understand and achieve key metrics and goals
•  Be confident in communicating with clients, providing appropriate commitment levels and executing
•  Identify any process, people, technology improvements that can be suggested or implemented to improve operational efficiency
•  Running any team meetings/huddles, including taking and distributing meeting minutes
•  Review of team member timesheets
•  Review and management of Service Desk and Alert ticket queues
•  Weekly 1 on 1 with team members
•  QA reporting (i.e. audit of works) to ensure consistent service quality
• Works closely with the COO in supporting the management of the team, including performance management and scorecard reviews

Experience and Skills Requirements:

Experience within the MSP industry

• Service ticketing systems experience
•  L1 Service Desk experience
•  Documentation systems experience (preferably ITGlue, Hudu, Sharepoint)
•  Analytical approach to workloads
•  Stakeholder management to communicate expectations between multiple departments and clients
•  Able to self manage workload and able to work to time pressures
•  Able to motivate and manage team members with respect to performance and output
•  Ability to manage stakeholders, with effective communication to achieving common outcomes