Technical Service Desk Manager

2 weeks ago

Sydney, New South Wales, Australia Hays Full time

International Telecommunications Company | Permanent Role | Management Opportunity

**Your new company**

An exciting new opportunity is available for a Technical Service Desk Manager at an international telecommunications company, operating within the government defence sector. This is a permanent position, located in the inner suburbs of Western Sydney, managing a technical engineering team. The organisation offers a flexible working arrangement and has a collaborative working environment with excellent facilities on site.

**Your new role**

The primary function of the Technical Service Desk Manager is to support the technical engineering team within the government division of the satellite telecommunications specialist. This includes the management of both a team of Technical Service Desk Engineers and Customer Assurance Network Engineers. Operating a "follow the sun" model, the team is responsible for supporting clients and their end user needs through excellent service delivery.

Key Responsibilities:

- Leading the technical engineering team with strong focus upon delivering best practice technical support, driving incident and request management to meet SLA's and satisfy clients.
- Drive operational excellence, through expertise, insight and governance to embed a robust operating model.
- Ensure documentation is proactively managed, maintained and reviewed to accurately reflect current best practice and process regarding technical and client knowledge.
- Drive the monitoring and proactive response to events to minimise impact upon services and clients, ensuring incidents are administered and updated appropriately to reassure stakeholders that resolutions are actively progressing.
- Build a strong sense of "team" within the service desk functions and locations, motivating engineers and co-ordinators at all levels to engage and drive service performance and excellence.

**What you'll need to succeed**
- Previous experience working within the satellite telecommunications and engineering industry, preferably within a senior, team lead or management position.
- Hands-on technical experience in managing telecommunication network devices and terminals.
- Strong leadership and mentoring skills to manage an effective team.
- Detailed understanding in explaining technical issues to technical and non-technical people, using and understanding new and emerging technologies to support this.
- Hold or ability to hold an Australian Baseline Security Clearance.
- Previous work with government entities (desirable).

**What you'll get in return**
- Competitive salary and bonus structure
- Flexible working environment
- Opportunity to work for a global leader in satellite telecommunications

**What you need to do now**

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.

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