Senior Technical Support Team Manager

3 weeks ago


Modbury, South Australia Datacom Full time

About Datacom

Datacom works with organisations and communities across Australia and New Zealand to make a difference in people's lives and help organisations use the power of tech to innovate and grow.

We will support you in your new role, providing ample training and involvement in the transition from the start so you know exactly what to expect.

The Service Desk is the central point for customers on a day-to-day basis. As a Senior Technical Support Team Manager, you'll provide the necessary leadership and guidance for a team of high performing analysts; leading the way to deliver top quality support services to our customers.

You're a leader who prides yourself on building highly engaged teams, with a proven record of delivering positive customer outcomes through exceptional customer experience.

**Key Responsibilities:**

  • Lead, motivate and mentor direct reports
  • Manage day to day operations of the direct reports
  • Manage customer escalations and expectations to maintain a positive customer experience.
  • Client and Vendor Liaison
  • Maintain Customer Service Levels and delivering reporting requirements
  • Provide local leadership to all teams at your location
  • Financial oversight

You will work with clients, team members, and support staff to build relationships and create a collaborative environment. Innovative thinking is key – we're creating the service desk of the future, so we welcome fresh ideas with people experience at the core of what you do.

The ideal candidate will have a strong leadership capability and experience, as well as an understanding of Incident and Request Management within ITIL, along with operational understanding of ticketing and call management technology.

**What You'll Get:*

  • A competitive salary between AU$90,000 - AU$110,000 per year, depending on experience
  • A full-time opportunity with hours between Monday to Friday, 7am and 6pm, with some on-call work required
  • A chance to develop a meaningful career and thrive in technology
  • A supportive environment that values employee growth and development


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