IT Service Desk Operations Manager

2 days ago

Newcastle, New South Wales, Australia beBeeLeadership Full time $90,000 - $120,000
Job Overview

The Service Desk Team Leader is responsible for guiding and directing a team to ensure high levels of client satisfaction, service performance, and operational efficiency.

Key Responsibilities:
  • Direct and support the team in day-to-day operations.
  • Manage ticket allocation, oversight, and reviews.
  • Provide ongoing guidance, feedback, and mentoring.
  • Identify training needs and facilitate performance management.
  • Coordinate daily team activities.
  • Act as an escalation point and resolve issues efficiently.
  • Promote continuous improvement with senior management.
  • Collaborate on recruitment, onboarding, and exit processes.
Requirements:
  • At least 1 year of experience in a management/team leader role with direct reporting staff in a call center or support environment.
  • Excellent communication skills to mentor and train the team.
  • Service desk operations proficiency understanding how a service desk functions and the importance of customer service.
  • Performance management ensuring tickets are processed by the team within SLA.
  • Troubleshooting good base understanding of IT and technical support.
Benefits:
  • A collaborative team environment with a strong technical support network.
  • Broad opportunities for training and developing your IT skills.
  • Chance to work with the latest technologies.
  • Internal career progression for high performers.
  • Competitive pricing on products from suppliers.
What We Offer:

We offer a dynamic work environment that fosters growth, development, and collaboration. If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply for this exciting opportunity.

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