Customer Service Desk Manager

Customer Service Desk Manager

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 Convergint

Convergint is a global systems integrator focused on delivering results for our customers through unparalleled service excellence.

With 20-years of proven growth and exceptional performance, our mission is to be our customer's best service provider. We realize the importance of diversity in achieving that goal. Our company was built upon a solid foundation of 10 Values and Beliefs which drive our unmatched culture, making us the #1 global, serviced-based systems integrator in the industry. We take great pride in protecting the lives and assets of our customers and their communities with the solutions we provide.

About the roleThe 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, minimal 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 problem-solving and continuous improvement mindset.
• Customer-focused with a professional and solutions-oriented approach.

Ready to take your career to the next level?If you're a driven and ambitious professional with a passion for account management and a desire to join an industry leader, we want to hear from you Click on the apply now button to join our vibrant Convergint team and help shape the future of security and workplace technology.

Please note that only shortlisted candidates will be contacted.