Senior Service Desk Manager

1 week ago

Brisbane, Queensland, Australia beBeeServicedesk Full time $90,000 - $120,000
Service Desk Leadership Opportunity

About this Role:

This is an exciting opportunity to lead a newly established national Service Desk in Brisbane. The Service Desk operates using shared resources (Level 2 and 3 Consultants and Engineers) from our Projects team who provide remote and onsite services to enterprise clients.

Key Responsibilities:

  • Maintain exceptional service standards.
  • Operate and deliver Service Desk functions.
  • Ensure a professional and responsive Service Desk environment.
  • Provide support and log support calls efficiently.
  • Respond to and resolve incidents, problems, and requests in accordance with Service Level Agreements.
  • Develop internal standards, processes, and procedures in consultation with stakeholders.
  • Identify and implement continuous improvement initiatives.
  • Act as an escalation point for the Service Desk.
  • Record and provide quality data and information.
  • Analyse Service Desk metrics and performance data, identifying trends and exceptions.
  • Implement process enhancements to increase efficiency, productivity, and customer satisfaction.

Requirements:

  • 3-5 years' experience managing a busy service desk of 10 - 15 people aligned to ITIL standards.
  • Excellent communication and interpersonal skills.
  • Client-centric mindset and commercial acumen.
  • In-depth understanding of Service Management principles and practices (including Service Management tools) using ITIL.
  • Minimum ITIL V3 Foundation certification.
  • Ability to negotiate with stakeholders to create desired outcomes.

Benefits:

This role offers a unique opportunity to grow and develop within a dynamic organisation. We are committed to providing a supportive and collaborative work environment that fosters growth and innovation.

Other Opportunities:

We encourage applicants to explore other opportunities within our organisation. We offer a range of roles that align with your skills and interests.

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