IT Help Desk and Support Services Lead

2 days ago

Hawthorn East, Victoria, Australia Coles Full time
About the Role

We are seeking an experienced IT Help Desk and Support Services Lead to join our team at Coles Group. As a key member of our Technology team, you will be responsible for delivering IT Help Desk services and L2 EUC support to our organisation.

Key responsibilities include:

  • Supporting the execution of the workplace experience and support strategy and roadmap.
  • Managing vendor partner services to ensure they meet SLAs, contractual obligations, and outcomes.
  • Managing customer satisfaction and NPS measures across IT Help Desk and the Coles tech bar.
  • Supporting the professional development of team members and their uplift of skills.

About You

We are looking for a highly experienced IT professional with a strong background in managing IT Helpdesk Operations and strategy for a large organisation. You will have experience transforming IT Helpdesk services and delivery of front-line support services, as well as designing and executing strategic solutions for IT Help Desk / front-line support services to deliver measurable uplifts in Team member experience, and process and cost optimisation goals.

Key skills and qualifications include:

  • 7+ years' experience managing IT Helpdesk Operations (or contact centre support teams) and strategy for a large organisation.
  • Experience transforming IT Helpdesk services and delivery of front-line support services.
  • ITIL certification.
  • Excellent communication and interpersonal skills for interacting with team members, vendors and stakeholders of all levels across the business.

About Coles Group

Coles Group is a leading Australian retailer with a strong commitment to innovation and customer satisfaction. We offer a dynamic and supportive work environment, with opportunities for professional development and growth.

We are an equal opportunities employer and welcome applications from diverse candidates. If you are passionate about technology and delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity.

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