Technology Service Desk Operations Manager
2 days ago
About Bunnings
Bunnings is the leading retailer of home improvement and lifestyle products in Australia and New Zealand and a major supplier to project builders, commercial tradespeople, and the housing industry.
The Role
We are seeking an experienced Technology Service Desk Team Leader to join our Bunnings Technology Team. As the Technology Service Desk Team Leader, you will be responsible for leading your team members in the provision of exceptional customer service, encompassing effective assessment, escalation, resolution, and follow-up of all tickets.
Key Responsibilities:
- Establish, execute, measure, and continually improve the Monday to Friday team within the Bunnings 24/7 IT Service Desk.
- Lead your team to ensure service delivery meets or exceeds agreed service levels.
- Monitor all Bunnings IT operations and incident management activities, ensuring efficient tracking, escalation, communication, and reporting.
About You
Join a dynamic and highly collaborative team, bringing your experience as a people leader and coach, along with exceptional problem-solving, stakeholder management, relationship building, and communication skills.
Key Requirements:
- Extensive experience in IT Service Management capabilities.
- Proven experience leading a high-performing team.
- Experience in Contact Centre and ticketing platforms, ideally NICE InContact and ServiceNow.
- Windows, AD, Office, and MySQL skills.
Benefits
Bunnings strives to ensure everyone is treated fairly and our team are committed to supporting you at any stage of your recruitment journey. Be sure to let us know if you require an adjustment and we can provide the most appropriate support for you.
Benefits include a flexible and informal work environment, team discounts, corporate partner discounts, and more.
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