Service Desk Manager

5 months ago

Sydney, Australia Saul Recruitment Full time

**A well-established and rapidly growing IT MSP**:

- **A r**eal Aussie success story**:

- **You will be responsible for leading, supporting and training the technical team**:

- **Work in a professional, collaborative and highly-skilled team of engineers**:

- **Very supportive management style and culture**:

- **Training and Development**:

- **$120-150k Base + Super commensurate with skills and experience**:

- **Sydney**

The business has exciting plans for further growth and expansion and offers a great working culture and a commitment to developing the team, along with the business. The business environment is fun, fast paced and agile, where innovation and accountability are essential to the success of the team.

Be part of dynamic businesses that challenges the status quo and sets the benchmark for others to follow.

This integral role within the business requires a switched on, dynamic, pre-emptive team player to oversee the technical service teams to deliver a consistent level of positive end user experience. You will be primarily responsible for leading, supporting and training the technical team. Ultimately responsibility for tickets ownership, resolution and escalation will belong with you. With secondary responsibility over the technical component of project planning, project delivery and job allocations both internally and externally.

**Key Responsibilities**:

- Manage schedules and workload for a great team of technicians - both locally and remotely
- Receive, receipt, triage and assign all technical requests and tasks
- Coordinate with internal and external stakeholders to manage service requests, including approvals and prioritisation
- Manage time effectively while setting the direction of the team through modelling and leadership
- Assist Project Engineers with scheduling and communicating plans with customers
- Helping with team training, mentoring and performance evaluations
- Acting as the point of service desk escalation, communicating with clients proactively and if required helping with escalated support
- Providing recommendations to improve efficiency and customer experience
- Ownership of the support tickets, having an awareness of where issues stand and what is next
- An ability to balance and plan the long and short-term actions of the team
- A knowledge of systems and to make appropriate changes when needed
- Ensuring that all processes used by the service desk are documented, regularly audited and improved

**Key Requirements**:

- At least two years experience as a Service Desk Manager or in a similar technical team lead support role in an MSP
- Ability to work under pressure while remaining focused
- A strong knowledge of ticketing systems (ConnectWise, Autotask, ServiceNow) would be advantageous
- The ability to connect and appreciate who the client is, what their business is about and what really matters to them. This needs to be married up with what works for both parties ie. let us help you and in turn this will help us
- Know what you know and what you do not know and where to find the answers
- Outstanding communication skills - both in person and on the phone
- An understanding of the customer - when to listen and when to inform
- You will have strong writing and computer skills, ability to learn quickly, work independently, meet targets and deadlines, strong work ethic and willingness to work as part of a team
- Tertiary IT qualifications or industry certifications favourable but not essential
- A friendly, positive and customer-driven attitude
- Excellent time management & organisational skills
- Enjoys a fast paced environment and is comfortable with change

**What's in it for you?**
- **Work with a very reputable and ever-growing MSP**:

- **You will be responsible for leading, supporting and training the technical team**:

- **Loads of training, certification and career development opportunities**:

- **Work in a professional, collaborative and highly-skilled team of engineers**:

- **Open/Supportive/collaborative culture and management style**

**A TRUE OPPORTUNITY TO SHINE AND BE REWARDED FOR IT

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