Manager of Service Desk

6 months ago

Brisbane, Australia Pax8 APAC Full time

No matter who you are, Pax8 is a place you can call home. We are growing globally, and are now expanding across Australia, New Zealand and Asia.

Culture is important to us, and at Pax8, it's business, and it **IS** personal. We are passionate, creative, and humorously offbeat. We work hard, keep it fun, and expect the best.

We Elev8 each other. We Advoc8 for our partners. We Innov8 continuously. We Celebr8 life.

**Position Summary**:
The Manager of Service Desk oversees the Service Desk Admins in both daily operations and execution of long-term initiatives. The Manager will elevate both the teams as a whole and the individual team members while guiding and developing them to meet their goals. The Manager will continuously innovate to improve customer satisfaction.

This position will be based in Brisbane, AU.

**Essential Responsibilities**:

- Managing the Service Desk team throughout the employee cycle
- Function as a point of escalation for all external/internal points of customer service through inbound calls and ServiceNow tickets
- Analyse and report on case completion and SLAs, identifying areas of continuous improvement and opportunity for streamlining processes
- Ensuring the team responds in a timely manner and within the guidelines of the SLAs that are set
- Coach and mentor, a team focused culture - coordinate team events, create error reports, empower success through goal setting
- Continuous learning in leadership

**Ideal Skills, Experience, and Competencies**:

- At least 1-2 years' of experience working in Service Desk
- Experience managing a customer service focused team
- Excellent analytical skills & problem-solving skills combined with the ability to provide quick resolution to problems
- Enjoy a fast-paced, sometimes chaotic environment where initiative and motivation are the keys to success
- Ability to analyse information, establish priorities and manage processes
- Proficient with developing standards and improving processes
- Strong communication skills around customer service with the ability to defuse situations where partners and/or customers may be dissatisfied

**Why join Pax8?**
Well here are a few points of how we value our greatest assets:

- At Pax8, we want to support you in both work and play. Sometimes there isn't enough time for the latter, which is why Pax8 offers an additional 2 weeks of bonus leave every year AND YES, the 2 weeks are available from your first day
- We offer a hybrid work environment, with flexible working hours. WFH is great, but nothing beats lunches with the team and getting to know your fellow colleagues in the office
- In addition to the above, we offer all our employees Private Health Insurance. Beneficial for when life happens
- Unlimited growth through our learning & development (L&D) programs in an environment that fosters internal promotions, helping you gain the necessary skills to reach the next step in your professional journey
- Connecting with our community is important - which is why we have our donation matching program, DEI-B events, and our employee resource groups to ensure everyone feels at home at Pax8.

**About Us**:
Pax8 is the leading value-added cloud-based SaaS marketplace, simplifying the cloud journey for our partners by integrating technology, business intelligence and proactive service to deliver an unparalleled experience. Serving thousands of partners through the indirect sales channel, our mission is to be the world's favourite place to buy cloud products.

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