Internal Ict Customer Success Team Lead

3 weeks ago

Welshpool, Australia Jason Windows Full time

$90k-110k per annum dependent on experience
- Supportive team and company culture
- Flexibility provided

**Jason Windows**
Jason Windows is WA's premier manufacturer of aluminium windows and doors. Jason Windows employs over 300 employees at our award winning office, showroom and state of the art factory in Welshpool, and our office in Bunbury. We are committed to setting ever increasing standards in product quality and innovation, meeting and exceeding our customer's expectations.

**About the role**
As the Internal ICT Customer Success Team Lead, you will play a pivotal role in ensuring successful ICT outcomes within our organization. You will collaborate closely with internal stakeholders, ICT team members, and other relevant departments and external ICT vendors to understand their technology needs and challenges. Your focus will be on fostering strong relationships, addressing concerns, and delivering outstanding support to drive the optimal outcomes and use of ICT resources across the company.

**Main Purpose of this Position**:

- Act as a primary point of contact for all ICT requests from internal customers to ensure consistent service experience.
- To triage and manage ICT requests for support, enhancements and projects through their lifecycle, to successful outcomes, in a consistent manner
- Manage internal and external ICT resources to ensure efforts are aligned with business priorities and to achieve successful and timely outcomes
- Enhance customer satisfaction through ICT services provided by actively engaging with internal stakeholders to understand their needs, address concerns and manage the advocacy for solutions that align with their requirements, ultimately fostering a positive and productive user experience
- To drive adoption and utilization of ICT services by providing guidance, support and training to help internal clients effectively leverage technology tools, systems and resources, thereby maximizing the value and benefits of ICT services.
- Minimise disruptions and issues by proactively identifying and addressing potential issues or disruptions in ICT services. By staying ahead of potential challenges, the Internal ICT Customer Success Team Lead will mitigate risks, ensure smooth operations, and prevent unnecessary downtime or interruptions for internal clients.
- To provide L1 support when and where needed in support of the ICT team, to ensure optimal outcomes are achieved for internal customers.

**Required Skills and Experience**
- Technical Proficiency -Must possess a strong understanding of information and communications technology (ICT) solutions, tools, and systems.
- Team Leadership - Must have demonstrated experience leading teams to successful outcomes.
- Problem solving and analytical skills - The ability to analyze complex issues, identify root causes, and provide effective solutions is essential for an Internal ICT Customer Success Team Lead.
- Communication and Presentation - Strong communication skills, both written and verbal, are vital for effective collaboration with internal clients and cross-functional teams.
- Time and Project Management - Experience delivering outcomes to an exceptional standard, on-time and using suitable time and management methods.
- Customer Relationship Management - Adept and building and maintaining strong relationships with internal clients.

**Desired Skills and Experience**
- Experience in an ICT Customer Success Management or similar role
- Bachelor’s degree or equivalent, preferably IT
- Experience working with the following technologies:

- o Microsoft Office 365 stack
- o Manage Engine (Service Desk)
- o Pronto Xi
- o Any of the following: 8x8, Flowcentric, GoCanvas, UKG Ready, Flare, Donesafe, VMware, Cisco, Pure, Cohesity, UiPath
- Project Management Qualification(s)
- Experience developing or delivering systems integration

**Benefits of working at Jason Windows**
- Free onsite parking
- Annual year end shutdown
- Flexibiity
- Strong Culture and Core Values
- Discounts for retail and wellbeing services

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