Customer Experience Manager

5 days ago

Parramatta Park, Queensland, Australia beBeeLeader Full time $115,000 - $133,928
Service Desk Team Leader

This key leadership position is ideal for a seasoned professional with expertise in guiding and empowering high-performing teams to deliver exceptional customer experiences and meet critical performance metrics.

Key Responsibilities:
  • Lead, motivate, and develop a skilled Service Desk team to consistently meet and exceed customer expectations and key performance indicators (KPIs).
  • Effectively manage ticket flow, service level agreements (SLAs), and service quality to ensure seamless support delivery.
  • Serve as the escalation point for both clients and team members, providing guidance and support when needed.
  • Conduct regular one-on-one meetings, daily standups, and team meetings to foster open communication and drive team success.
  • Develop, maintain, and streamline support documentation and procedures to enhance efficiency and effectiveness.
  • Monitor and report daily performance metrics to inform decision-making and drive continuous improvement.
Requirements:
  • Experience in mentoring/leading a team, preferably in a managed services environment.
  • ITIL Foundations Certification or equivalent knowledge.
  • Hands-on experience with Microsoft 365 or similar technologies.
Working Environment:

The successful candidate will be based in Parramatta, Sydney, Australia, working on-site 5 days a week. Australian citizenship, permanent residency, or at least 2 years of working rights in Australia are required. A valid driver's license is also essential.

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