Service Centre Operations Manager

2 weeks ago

Upper Kedron, Queensland, Australia beBeeLeadership Full time
Service Centre Team Manager

We are seeking a highly motivated individual to lead our service centre team. This role will provide the opportunity to deepen your leadership skills and work in a large, welcoming team environment.

The schedule is rotational (morning shift and night shift with weekends and public holidays work), based at our client's site.

  • Demonstrated experience as a Team Lead/Supervisor in a fast-paced ICT service delivery function.
  • Experience in using ServiceNow, particularly knowledgeable with Incident, Request, Critical Incident, Change, Problem.
  • Certification in ITIL 4 Foundations.
  • Ability to understand current technologies from a support, training, and escalation perspective.
Key Responsibilities:
  • Lead and manage the development of the team by providing guidance and advice relating to service catalogues and service desk activities, ensuring prompt and effective delivery of services to clients and key stakeholders.
  • Oversee the ServiceNow ticketing system and ensure the effective management of the incident management and request fulfilment processes.
  • Coordinate administrative and technical workloads for the service desk team, including communicating and enforcing procedures, coordinating training, and providing feedback on quality assurance and customer satisfaction.
  • Monitor and report against the Service Desk queue and act as an escalation point for high priority incidents, ensuring the appropriate technical resource is assigned and issue/s resolve in a timely manner.
  • Review and ensure the effective management and continuous improvement of the Service Centre through the application of best practice procedures, governance, and compliance activities.
  • Manage Tier 1 technical support team in resolving queries via telephone, remote desktop tools or face-to-face to effectively coordinate resources, releases, and operational support activities and/or escalate major incidents, problem changes in adherence to service management principles.
  • Oversee and maintain quality control and assurance activities to ensure that work instructions for the documentation (routine and non-routine) ICT processes and standards are current and align with departmental policies and regulatory requirements.
  • Manage and maintain skills and knowledge of the team, through fostering teamwork and assisting with human resource management activities, including staff performance and development, training, and review.

This is an exciting opportunity to join a growing ICT Service Centre, with a wonderful team culture and supportive working environment. There are opportunities for you to learn and develop your career in IT with ample training provided on successful appointment into the role. We welcome applications from Neurodiverse candidates and offer flexible options to accommodate their needs.

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