Service Desk Manager

1 week ago

Sydney, New South Wales, Australia Hamilton Barnes Associates Full time

$130,000 + Benefits

Sydney, New South Wales

Permanent

Enterprise

Enterprise Networking

We're seeking an organized and proactive individual to take on the role of Service Desk Manager, overseeing the establishment and ongoing management of our MSP client's service desk function

As a Service Desk Manager you'll play a pivotal role in ensuring the creation & ongoing smooth operation of our clients service desk function. You'll lead efforts to deliver exceptional service to their customers, leveraging the latest technologies and best practices.

**Responsibilities**:

- Establish and maintain strong client relationships, serving as the primary point of contact for service-related matters,.
- Lead and develop a team of technical professionals within the service desk, ensuring their productivity, skill development, and adherence to service standards.
- Oversee the resolution of incidents and problems, ensuring timely and effective solutions to maintain client satisfaction and meet SLAs.
- Monitor service performance metrics and collaborate with technical teams to continuously improve service delivery and exceed client expectations.
- Implement and maintain risk management strategies to safeguard service delivery, including network security and uptime.
- Manage the budget allocated to service desk operations efficiently, optimizing resources to maximize service quality and client satisfaction.

**Desired Experience/Qualifications**:

- Proven experience in Service Desk Management within a Managed Service Provider environment, including building and managing service desk functions.
- Strong leadership abilities with a focus on team management, motivation, and development within a fast-paced MSP setting.
- Client-centric mindset with exceptional communication skills to interact effectively with clients and internal stakeholders.
- Proficiency in problem-solving and analytical skills, particularly in addressing complex service issues within managed service environments.
- Relevant industry certifications such as ITIL, PMP, CISSP are highly valued.

**Salary/Package**:

- $130,000
- Superannuation
- Annual bonus
- Expenses paid
- Funding for training & development opportunities
- Hybrid working options

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