Service Desk Team Manager

6 hours ago

Eight Mile Plains, Queensland, Australia Max Solutions Full time

Service Desk Manager Opportunity at Max Solutions



We are seeking a highly experienced Service Desk Manager to lead our team in delivering exceptional customer service and support to our clients.



About the Role




  • Manage and mentor a Service Desk team to deliver on service level agreements
  • Develop, manage, measure and report on key service-level metrics
  • Leverage service desk best practices and using ITIL process framework to drive continual process improvement
  • Design and enforce request handling and other team specific policies and procedures
  • Identify problem areas and deliver solutions to enhance quality of service and to prevent future problems
  • Respond to customer requests and incidents in a timely and professional manner
  • Be the first Management escalation point for users, colleagues/staff
  • Strive for continuous improvement of the incident management process and the integration of the incident management process.


About You




  • Proven experience managing a successful Service Desk team or technical environment supporting a large customer base
  • Extensive knowledge of ITIL methodology and experience implementing change
  • Knowledge and understanding of best practices for service desk management
  • Handson on experience with Service Desk and remote control software
  • Customer service oriented with problem solving attitude
  • BSc degree in Computer Science, Information Technology or relevant field
  • ITIL Qualifications
  • Hold or have the ability to obtain a current Police Clearance and Working with Children Check
  • Australian Citizen or permanent resident


Diversity and Inclusion



We value diversity – in the backgrounds, ideas, work styles and perspectives of our team. We strongly encourage people with disability, Aboriginal & Torres Strait Islander people, mature aged workers and people from culturally and linguistically diverse backgrounds to apply.



We adhere to the National Principles for Child Safety and require all team members to be committed to child safety and well-being.



What's Next



If you have a passion for helping people and delivering exceptional customer service, please click "apply" to find out more about the role.

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