Service Desk Team Lead

5 days ago

Newcastle, Australia Brennan IT Full time

**Brennan IT**
We are a national company with a reputation for delivering technical excellence and high-quality service to our customers. It's why we have been ranked as Australia's No. 1 Managed Services Provider for the past 10 years in a row.

**Benefits of working at Brennan IT**:

- An awesome team of people to work with
- Flexible working arrangements
- Opportunity to gain certifications and be rewarded for it too
- Tailored career development plans to suit your aspirations
- High levels of reward and recognition for overachieving
- A company that genuinely cares about YOU
- A focus on health and wellbeing - social club, sporting teams, discounted technology purchases, health checks and more

**The role**

This role will involve having ownership of a Service Desk team - typically around 6 people. They will be responsible for recruitment, training, staff development, Incident & Request Management, process governance, SLA achievement, and quality assurance, to enable high levels of staff engagement and client satisfaction.

**Your responsibilities include but are not limited to**:

- Lead and shape a high-performing Brennan Service Desk, providing leadership support and guidance for everyone working within that team.
- Maintain staff utilisation and productivity within the Service Desk environment to successfully deliver against agreed Service Desk KPIs.
- Track and analyse Service Desk Analyst metrics including Net Promotor Scores (NPS), First Contact Resolution (FCR), call and ticket handling capabilities and Quality Assurance assessments to ensure all members of the team are performing to the requisite standards.
- Workforce planning to meet the business requirements of the Service Desk team including shift rostering and forecasting resourcing against inbound transaction volumes and the onboarding sales pipeline.
- Highlight areas for improvement in Training & Agent Onboarding for your team and customers, including processes, procedures, knowledge or tooling and help the Service Desk Training Team develop plans to address them.
- Promote a culture of training and development across the Service Desk to ensure that team members have the knowledge, skills and behaviours required to achieve desired customer outcomes.
- Completion of regular customer and team-based management reporting.
- Act as a point of technical escalation within the team and possess the ability to work with other teams when assistance is required from outside the Service Desk
- Facilitate the ‘shift-left’ of workload from 2nd and 3rd level resolver groups so more is resolved at the Service Desk with a focus on staff development to facilitate the up-skilling of the Service Desk.
- Own the end-to-end Service Desk Service Delivery for the customers supported by the Service Desk, ensuring it delivers against the contractual targets across all delivery centres, locations, teams and customers.
- Escalate and take ownership of key issues affecting our clients until resolution.
- Manage 3rd party relationships with key vendors and sub-contractor within the Service Desk environment.
- Work collaboratively with key business contacts, the Transition Teams and our customers to on-board new clients and services.
- Update and refine customer process documentation against industry recognised best practice frameworks like ISO and ITIL.
- Constantly review existing processes and identify improvements to increase efficiency and customer satisfaction (NPS / CSAT).

**What skills you will bring to the team**:

- Minimum of 4 years experience working in a technical customer service role including a strong understanding of a technical Service Desk environment
- Experience leading or managing a Service Desk team is highly desirable.
- Experienced in using ServiceNow, or another similar Service Management tool.
- Experienced in using NICE CXone, or another similar Contact Centre Telephony tool.
- Demonstratable IT Service Management understanding or certification (ITIL, at Foundation level or above).
- Industry-based technical certifications (e.g. Microsoft, Citrix, VMWare, EMC, Cisco, HP).
- Information Technology or Computer Science Degree (or equivalent qualification).
- Use of Excel and/or PowerBi for reporting purposes.

**NOTE**: As part of our hiring process, you will be required to undertake a Technical Assessment and a National Criminal History Check.

**Brennan IT** is an equal opportunity employer.

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