Service Desk Manager

6 days ago

Melbourne, Victoria, Australia Davies Collison Cave Full time

About Davies Collison Cave

Davies Collison Cave is a leading intellectual property firm that provides innovative solutions to its clients. As a member of our team, you will be part of a dynamic and professional group that values diversity and inclusivity.

Job Summary

We are seeking an experienced Service Desk Manager to lead our IT support team. The successful candidate will be responsible for delivering exceptional customer service, managing a team of technical support specialists, and ensuring the smooth operation of our IT systems.

Key Responsibilities

  • Lead the Service Desk team to achieve exceptional customer service outcomes by coaching, mentoring, and directing the team's day-to-day activities.
  • Develop and implement a standard operating procedure for the Service Desk team, establishing best practices for technical support.
  • Collaborate with key business stakeholders to identify areas for improvement and implement changes to enhance service delivery.
  • Manage planned and reactive incidents, minimizing impact on business operations and enhancing user satisfaction.
  • Serve as the primary escalation point for technology-related issues and requests, coordinating resources to ensure prompt resolution within agreed service levels.
  • Work with the Change Coordinator to plan and implement changes, ensuring clear and consistent communication of end-user impacts.
  • Maintain accurate records of assets, software licensing, and third-party vendor contacts.
  • Demonstrate a strong customer focus in all interactions, including handling challenging customer service inquiries.

Requirements

  • Proven experience in leading a technical support team and delivering exceptional customer service.
  • Strong technical knowledge and experience with IT service management systems.
  • Ability to work collaboratively with cross-functional teams and stakeholders.
  • Excellent communication and interpersonal skills.
  • Ability to analyze complex problems and develop effective solutions.

What We Offer

Davies Collison Cave offers a dynamic and inclusive work environment, competitive salary and benefits package, and opportunities for professional growth and development.

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