Service Desk Team Leader

2 weeks ago

Modbury, Australia Datacom Full time

Our Why 

Datacom works with organisations and communities across Australia and New Zealand to make a difference in people’s lives and help organisations use the power of tech to innovate and grow. 

Come and develop a meaningful career and thrive in technology

We will support you in your new role, providing ample training and involvement in the transition from the start so you know exactly what to expect.

About the role:
The Service Desk is the central point for customers on a day-to-day basis. As a Team Leader, you’ll provide the necessary leadership and guidance for a team of high performing analysts in our Modbury, SA location; leading the way to deliver top quality support services to our customers.

What we’re looking for:
You’re a leader who prides yourself on building highly engaged teams, with a proven record of delivering positive customer outcomes through exceptional customer experience.

What you’ll do:

  • Lead, motivate and mentor direct reports
  • Manage day to day operations of the direct reports
  • Manage customer escalations and expectations to maintain a positive customer experience.
  • Client and Vendor Liaison
  • Maintain Customer Service Levels and delivering reporting requirements
  • Provide local leadership to all teams at your location
  • Financial oversight

What you’ll bring:
From motivating, mentoring, managing a team of analysts, and working with the clients; there’s no question that your communication, attention to detail and organisation skills will be key to your success in this role So, it’s essential that customer satisfaction and best practice is at the top of your priority list. Be enthusiastic and willing to build relationships with team members and support staff. Innovative thinking is key – we’re creating the service desk of the future, so we welcome fresh ideas with people experience at the core of what you do.

Having an understanding of Incident and Request Management within ITIL, along with operational understanding of ticketing and call management technology would be desirable, however your passion for IT and strong leadership capability and experience is essential.

About the role:

  • Full Time Opportunity
  • Hours will be Monday to Friday between 7am and 6pm with some on call work required
  • Due to clearance requirements Australian Citizenship and ability to pass national police check is essential

If this sounds like the opportunity you're after, please apply now

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