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Helpdesk Team Leader

4 months ago

Cheltenham, Australia Next Payments Full time

**Your NEXT Opportunity**

This is an exciting opportunity for a motivated natural leader to join our Next Payments team based in Cheltenham. We are looking for an enthusiastic person, someone who displays initiative and a strong desire to contribute and learn.

Working alongside our other Helpdesk Team Leader and reporting directly to the Executive Operations Manager, this role will see you providing quality support and assistance to the Helpdesk team, managing the day to day operations, acting as an escalation point and participating in activity as required.

With new product launches, strong business growth (140 employees currently, and we expect that number to increase to 170 by the end of 2023), and recently winning Casino and TAB cashless gaming tenders, it really is an exciting time to join Next Payments.

**The Role**:

- Manage the Helpdesk team’s daily operations and provide leadership as a hands on Team Leader, participating with activity, when needed.
- Manage/conduct training and refresher training for helpdesk staff, both existing and newcomers.
- Manage the team's expectations to ensure they are in line with the established processes and procedures.
- Motivate and lead the team with proactive involvement, participation in Next Payments vision and mission, hands-on leadership by example and clear statements of expectations and requirements.
- Manage the administrative and personal development of the Service team by conducting performance reviews and performance management as scheduled or required, creating/reviewing/maintaining NZ team development plans and balancing leave and work requirements of staff to appropriate levels.
- Review the NZ Team KPIs to measure productivity and goals.
- Develop monitoring methods of BAU activities and support the team with the activities.
- Supervise the activities and work volume.
- Manage 24/7 coverage, maintaining an adequate number of staff to accommodate workload.
- Act as the first point of escalation and provide regular updates to internal and external customers.
- Proactive hands on approach and take on complicated issues.
- Manage documentation and maintenance of relevant processes and procedures.
- Produce daily/weekly/monthly reports.
- Maintain a BAU focus on the customers’ needs and wants.
- Manage the team’s tasks in a consultation fashion.
- Create and manage the Helpdesk’s optimal goals to achieve the company’s objectives, sales and service delivery.
- Establish working relationships with service providers and VIP customers.
- Create criteria for VIC technician job allocations to be carried out by the Helpdesk staff and supported by the Team Leader.
- Develop and maintain methods to check on tasks and completed work.
- Discuss structural process enhancements with your peers such as, improvement to jobs allocation or reallocation, improvement to troubleshooting steps, etc.

**About You**:

- Possess leadership qualities and the ability to motivate a team.
- Minimum 2 years demonstrated experience leading and guiding a small team as a team leader or in a management position in a Helpdesk/System Operations environment.
- Previous experience with Call Management Systems and monitoring systems.
- Strong communication skills.
- Friendly team player.
- Ability to problem solve through analytical thinking.
- Strong organisational, planning and prioritisation skills.
- Intermediate computer skills.
- Technical aptitude.
- A GOOD SENSE OF HUMOUR.

**The Perks**:

- Friendly and fun work environment - we are extremely proud of the culture we have created.
- Provided tea, coffee, fruit and sweets and quarterly gourmet BBQs.
- Strong staff enjoyment and involvement profile, with our Social Club Committee regularly planning fun activities for us.
- Free and accessible parking all day. (Don’t pay $20+ a day with city parking)
- Close to public transport. We are 10 minutes away from Cheltenham train station and have the 767, 811 & 812 bus stop right outside our front door.
- True appreciation and recognition of hard work.
- Ongoing training and development opportunities.

**About Us**:
Established in 2013, Next Payments is one of Australia’s most profitable, multi award winning and fastest growing payments companies. Headquartered in Melbourne with branches in Sydney, Brisbane, and Wellington, we are 97% Australian and 3% New Zealand owned with Macquarie Group being a significant investor in our business.

At Next Payments, our success is due to our proven and reliable products which ensure the seamless operation of our customers’ businesses. We provide end to end solutions in the payments space, with our core capabilities including ATM installation and services, issuing, and managing digital wallets, QR code payments, debit and prepaid card issuing, and bespoke customer experience integration.

We are an equal opportunity employer and value diversity at our company. We actively recognise our committed people and provide exciting learning an