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Customer Service Desk Manager
3 weeks ago
Convergint is seeking an ambitious and results-driven Customer Service Desk Manager to join our dynamic team in Sydney. This is your chance to become part of a global leader in security, network, and audio-visual solutions.
**About the role**
The Customer Service Desk Manager is responsible for leading the Service Desk function that schedules and supports service technicians across electronic security projects and maintenance activities. This role ensures customer requests, faults, and preventative maintenance tasks are logged, prioritised, and scheduled efficiently, while maintaining high standards of customer service, compliance, and technician productivity.
**Your responsibilities will include**:
**Service Coordination & Scheduling**
- Oversee the scheduling of field service technicians to ensure optimal utilisation, mínimal downtime, and timely response to customer requests.
- Manage job allocation, including preventative maintenance, urgent breakdowns, and project support tasks.
- Coordinate with customers, subcontractors, and suppliers to confirm appointment times, access requirements, and service expectations.
**Customer Experience**
- Ensure all customer requests are logged, acknowledged, and responded to in line with agreed SLAs.
- Act as the primary escalation point for customers with urgent or unresolved service issues.
- Maintain strong communication with clients, providing updates on job status, technician ETAs, and completion reports.
**Team Leadership**
- Lead and mentor the service desk/scheduling team, providing coaching, support, and development opportunities.
- Manage workload distribution across the team to ensure consistent coverage during business hours.
- Foster a culture of accountability, responsiveness, and continuous improvement.
**Performance & Reporting**
- Track and report on key metrics such as first-time fix rate, technician utilisation, SLA compliance, and customer satisfaction.
- Analyse service desk data to identify recurring faults, scheduling bottlenecks, and improvement opportunities.
- Work with the Operations Manager and National Service Manager to balance reactive and preventative maintenance workload.
**What we’re looking for**
- Experience in service desk, scheduling, or operations management (electronic security or related industries preferred).
- Demonstrated ability to lead a small-to-medium team in a high-volume scheduling environment.
- Familiarity with service management software.
- Understanding of electronic security systems (CCTV, access control, alarms, intercoms) desirable but not essential.
- Strong organisational and scheduling skills, with the ability to manage competing priorities.
- Excellent communication skills (both customer-facing and internal).
- Analytical thinker with a problem-solving and continuous improvement mindset.
- Customer-focused with a professional and solutions-oriented approach.
**Ready to Take Your Career to the Next Level?**
**Job Category**:Customer Service
**Job Location**:Sydney
**Region**:Oceania
