Service Desk and Helpdesk Manager

2 weeks ago

Melbourne, Australia Tekspace Full time

Healthy remuneration package.
- Autonomy to make lasting service improvements.
- Funded certifications and self-study courses.

Tekspace is a successful Managed IT and Cyber Security Services provider that supports engineers with the on the job training and diverse exposure to technical, process and people skill competencies.

**Info about this role**:

- Mentor, lead and provide senior technical guidance to the Service Desk team;
- Take ownership of client service outcomes;
- Perform ongoing management of incidents, requests and changes;
- Meet with customers for service reviews, and be a client escalation point for all tickets;
- Organise and manage ticket workflow and dispatching;
- Write and contribute to technical and procedural documentation;
- Provide guidance and training to the engineering team to drive process and policy compliance and understanding.
- Foster a culture of continuous improvement, identify and implement improvement opportunities;
- Measure service desk performance and manage SLA reporting.
- Implement strategies to ensure services are delivered in accordance with SLA's;

**About You**:
The right person will have:

- Excellent problem-solving skills, with a logical and methodical troubleshooting approach;
- A passion for detail, documentation and fostering growth in your team through knowledge sharing, education and feedback.
- A depth of technical knowledge such that you can provide confident technical guidance to engineers.
- Experience in triaging and delegating tickets, managing ticket workflows and meeting SLA's;
- Hands-on experience juggling and prioritising numerous conflicting initiatives.
- A solid understanding of ITIL.

Familiarity with a Managed Services Provider (MSP), PSA and RMM systems is valuable.

You must be an Australian Citizen or permanent resident to be considered for this role

**NO RECRUITMENT AGENCIES

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