Service Desk Team Manager

1 day ago

Sydney, New South Wales, Australia beBeeService Full time $120,000 - $145,000

**Job Overview**

This role is a leadership opportunity to manage and develop a high-performing Service Desk team.

The successful candidate will drive service excellence, lead major incident response, and ensure the Knowledge Base is up-to-date.

  • Manage the delivery of all Service Desk incidents, service requests, and master data entry within SLA targets.
  • Lead the resolution of problems identified as root causes for multiple incidents.
  • Ensure tickets that require other teams are resolved appropriately.

About You

We're looking for a dynamic leader who can inspire and motivate teams to deliver successful customer outcomes. Key qualifications include:

  • Experience with developing and communicating a mission and vision for the Service Desk.
  • Excellent data analysis and presentation skills.
  • A proven track record of improving Service Desk operations and uplifting Service Desk performance.
  • Knowledge of contemporary Service Desk practices and emerging trends.

Key Deliverables

The key deliverables of this role include:

  • Leading, developing, and coaching a customer-focused Service Desk team.
  • Managing the delivery of all Service Desk incidents, service requests, and master data entry within SLA targets.
  • Ensuring the creation and maintenance of knowledge and support articles.
  • Playing a lead role in CAB for Application Changes and client communications for release notes and major incidents.

Benefits

This role offers opportunities for professional growth and development, including:

  • Leadership development and coaching.
  • Ongoing training and education in Service Desk best practices.
  • Opportunities for career advancement within the organization.

Other Information

Please note that occasional after-hours work may be required for this role.

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