Service Desk

2 weeks ago

Melbourne, Australia Appetency Recruitment Services Full time

**Service Desk / Service Delivery Manager**:

- Job ID:
**91a7d6da**:

- Job Category:
**information-technology-business**:

- Location:
**collingwood**:

- Job's Advertised Area:

- Collingwood- Salary on offer:

- To be discussed- **Leading a local, interstate and international service desk team of nearly 20 techs**:

- **Leader who knows how to build & improve the performance of centralised MSP service desk operations**:

- **Contribute to building and enhancing the culture of the MSP organisation**

Our client an established, successful Managed Service Provider to small and medium enterprises throughout Australia. They offer our clients a range of services including 24 hour service desk, network monitoring, telephony and WAN solutions, private and public based cloud based solutions and other project based works.

**About the role**

We are looking for a strong people’s leader with highly developed communication, interpersonal and people development skills. You will lead to a team of 18 Melbourne and Sydney based service desk techs and a small offshore team. Thus, you should be a leader who can influence techs and measure, motivate a tech team.

**Role and Responsibilities**:
The role will require you work with other managers in the business to ensure prompt responses to customers requests, project requests and sales/account management teams’ request.

Customer service is a key element of this role as there will be times where you will deal directly with key stakeholders. Key responsibilities of the role include:

- Lead a team and build a high performance service desk
- Analyse service desk data and identify initiatives to improve the service desk and customer environments
- Managing, coaching and mentoring the service desk team
- Management of the overseas service desk (they have a manager however are part of our team and need to adhere to our processes and procedures)
- End-to-end management of service desk activities;
- Scheduling of onsite visits;
- Working with the service desk team, client management team and the end customer to resolve incidents, requests and respond to system and security events;
- Managing the escalation of all major issues;
- Managing the relationship between Service desk and other internal teams ;
- Measure and improve staff satisfaction within the IT service desk;
- Measure and improve client satisfaction with the service desk;
- Responsible for documenting and improving IT service desk policies, processes, procedures and collateral
- Having an understanding of ITIL framework and implementing the relevant processes and procedures

**Experience and Skills Requirements**:

- Customer focused and able to multitask and deal with customers of varying IT capability.
- Atleast 5+ years MSP experience leading service desk and service delivery mandatory
- Strong understanding of managing and improving centralized MSP service desk operations
- Experience with managing project work shall be highly regarded
- Strong generic IT understanding across IT infrastructure such as Windows Server, Active Directory and Exchange server
- Experienced with understanding and producing customer facing service desk reports
- Experience reporting service desk stats to the leadership team shall be highly regarded
- Strong service delivery and ITIL knowledge
- Excellent communication customer service skills
- Full Australian Driver’s License and own car

**On Offer**:

- Competitive Remuneration
- Permanent position
- Excellent office & culture -where people enjoy their job, and always learn a lot

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