Excellence in Service Delivery Lead

7 days ago

Sydney, New South Wales, Australia beBeeCustomer Full time $110,000
Job Title: Service Delivery Excellence LeadAs a Service Delivery Excellence Lead, you will be responsible for overseeing the performance of our service desk team. This includes managing customer expectations and supporting the career growth of your team members.The key responsibilities of this role include:
  • Ensuring accurate and timely ticket resolution by overseeing service desk team performance.
  • Managing customer expectations and serving as a key point of contact for complex assistance.
  • Supporting and mentoring service desk team members to foster their career growth.
  • Upgrading and enhancing internal processes to provide best-of-breed technical solutions.
  • Ensuring that Service Level Agreement (SLA) requirements are met.
Requirements for this role include:
  • Level 2 or 3 Service Desk Technician experience with a proven track record and tenure in an MSP environment.
  • Experience in leading and developing junior team members and leading service desk technicians.
  • High-level written and verbal communication skills.
  • A mindset focused on ongoing process improvement.
  • Strong commitment to delivering excellent customer service.
  • Enthusiasm for supporting clients with a hands-on approach.
  • Relevant tertiary qualifications preferred.

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