Customer Service Centre Manager

If you're good at what you do, then sometimes 2 - 3 years into your Service Desk Management or NOC Management role you can stagnate. You've implemented best practice systems, you've worked hard to hire the right people and put systems in place to make sure your staff are being challenged, mentored and upskilled. You've seen the affect that this has had on decreasing repeat support tickets and improved customer satisfaction scores. Your staff are content. But what about you, what's next for you? Perhaps the fun part of the role is now over and you're not the best person for the day to day running of an already well oiled machine.

If you are looking for a stable work environment with well worn policies and procedures where your role is to keep things running smoothly, make sure people do what they're meant to do, shuffle forms around and review reports.... then *snore* this role isn't for you.

Yes, you're a Service Desk Manager or Operations Centre Manager and you'll be making sure policies and procedures are adhered to.
Yes, there's a degree of electronic paperwork to your role and procedures need to be followed... but this role is so much more than that.

I'm looking for an experienced Service Desk Manager or Operations Centre Manager, that loves the thrill and challenge of taking a working service desk and transforming it into a thing of beauty. While this helpdesk is established and growing due to signing on some large managed services contracts, it needs streamlining, elevating to best practice levels and making it robust to handle the rigours of enterprise level environments.

You will be joining a company that punches well above it's weight when it comes to the size of the clients they look after. They're growing and signing up larger clients and with that comes a new level of structure and process which isn't yet implemented. That's where you come in. We are looking for a real leader with a passion around Service Desk Management and ITSM process. Someone who would also enjoy the responsibility of managing a Network Operations Centre as well. You'll need to be someone that isn't going to get overwhelmed with managing that client services piece across multiple external clients.

We're looking for you to come on board and use your industry knowledge and perhaps ITIL certifications and service management expertise to implement the appropriate policies and procedures that'll ensure things are done properly in a customer first style environment. Providing real leadership through detailed knowledge around what is known to work is going to be key to this role. Then bringing the characteristics of empathetic management and mentoring to ensure your staff love coming to work and serving happy customers.

While part of the role will be around implementing what you know to work, we'd also love to see some innovation, the ability to be right up to date with the latest service desk management tech, along with trialling the more innovative approaches to remote support, tech bars and self service options. In addition to this you'll be looking after the Network Operations Centre and help that team to provide world class operations centre services to enterprise clients. There will be plenty of support for you in the role so if you don't have that experience, that's not a problem. Having ITIL and ITSM knowledge and the ability to implement these methodologies will be considered highly desirable if not essential.

**Why would you want this role?**

Aside from the challenge, it's the autonomy you'll have to implement the systems you want and watch them work. You'll get to design and transition tech, systems and processes, with a lot of support and without interference.
You'll also be guided by an experienced management team that wants to do things the right way and are growing in a sustainable way, by building the right platforms to support the growth.

**What we'd love to see**
- Leadership qualities, market awareness
- ITIL/ ITSM knowledge and or Certifications
- Experience in multi client or enterprise level environments
- Evidence of writing, improving and implementing helpdesk policies and procedures
- Experience or knowledge of shift rostering management.