Customer Service Manager

1 day ago

Port Melbourne Victoria, Australia Hills Health Full time $90,000 - $120,000 per year

Are you a strategic and customer-focused leader ready to take ownership of service excellence across a dynamic technology business?

You thrive in fast-paced environments, balancing operational accuracy with a passion for delivering outstanding customer experiences. Your leadership inspires teams to meet service level agreements, resolve incidents efficiently, and continuously improve processes. You're not just managing a team—you're shaping the way we deliver service across healthcare, technical services, and digital platforms.

As the Customer Service Manager, you'll lead the Service Desk function, ensuring SLA achievement, quality service delivery, and effective communication with internal and external stakeholders. You'll oversee incident management, asset tracking, invoicing, and compliance reporting, while driving a customer-first culture and mentoring your team in service excellence.

This is a fantastic opportunity for a proactive and detail-oriented professional who thrives on operational leadership, stakeholder engagement, and continuous improvement.

Key Responsibilities

· Lead and manage the Service Desk team to deliver high-quality customer support

· Oversee Major Incident management including escalation, communication, and resolution tracking

· Review and approve project-to-service handover documentation

· Maintain CMDB and asset registers for accurate service tracking

· Monitor and process service-related invoices and payments

· Ensure team maintains current knowledge of assigned brands, products, and services

· Escalate unresolved infrastructure or application issues to IT Operations or Field Technicians

· Provide SLA/MSA compliance evidence during audits

· Report operational risks and incident trends to Finance and the COO

· Champion continuous improvement initiatives across service desk operations

Key Competencies

· Incident Management:
Lead SLA achievement and Major Incident resolution

·
Customer Service Leadership:
Drive service excellence and team performance

·
Asset & Config Management:
Maintain CMDB and asset registers

·
Knowledge Management:
Ensure product and service knowledge is current and documented

·
Administration:
Oversee invoicing, payments, and service desk reporting

·
Problem Management:
Identify and escalate recurring issues

·
Relationship Management:
Collaborate with Finance, IT Ops, Field Technicians, and Executives

·
People Management:
Mentor and develop Service Desk Analysts

Qualifications and Certifications

· Degree or Diploma in IT, Business Administration, or equivalent experience

· ITIL Intermediate or Service Operations certification (preferred)

· Proven experience in service desk leadership and customer service management

Please note: All employees are required to have a clear and current police check.

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