Expected to lead service desk & 2nd in command to SDM
Expected to earn bonus + profit sharing as well
Our client is a multi-award winning and very well renowned company. The company is among the fastest growing companies and expanding the team to fulfil its growth and we need people who have wide technical skills and can help deliver our high level of customer service.
Core clientele have from 20 to 150 PCs but as demand continues to grow, so too support scope. The role shall lead a service desk team but must be ready to lead a bigger team as our client is expecting to grow fast in 2019.
Key Responsibility& Must haves:
You will pivotal in the implementations and ensuring 100% client satisfaction. You will be the one who will be the face of the organisation, thus you need
Experience leading a service desk team or managing service desk analysts
Great communication skills and phone manner
Empathy and ability to listen to customer and understand the business criticality of your job for our client
Accountability – ability to take accountability & deliver customer satisfying results
Primary Role Responsibilities:
We are looking for "Leader who knows Tech" and not "Tech who wants to be a leader"
Service Desk Team Leader to manage the day to day operations of the Service Desk and act as 2IC (2nd In Command) to the Service Delivery Manager.
Role will have full support of the Service Delivery Manager although the Team Leader should be able to work with minimal supervision and take ownership of the daily Service Desk operations.
Take on Service Delivery Manager responsbility in absence of Service Delivery Manager.
Primary responsibility will be in leading and motivating the Service Desk Technicians with the goal of providing an amazing experience for our customers
“Can do” attitude - The ability to work independently, yet part of a team
Training, coaching, mentoring and guiding team – discussing & outlining the team member’s future growth road map & improvements & conducting appraisal discussion
Excellent customer advocacy, organizational & communication skills, both written and verbal skills
Excellent problem identification and problem solving skills
Ensuring team achieves (target of 70% first contact resolution) & responding to and resolving phone and email tickets yourself in a professional, timely manner with an emphasis on high quality customer service.
Completing training as agreed with the Service Delivery Manager (minimum expectation of 1 certification per quarter)
Undertaking Problem Management to investigate the root causes of incidents for the Proactive prevention of problems
Working with field technicians (System Engineers) on both support and scheduled maintenance tasks
Ownership of Escalating the service requests to the right team in a timely manner (eg. Priority 1 tickets)
Documenting and discussing recommendations with clients and escalating these to the Professional Services department
Some day to day tasks may include: Escalations and Training, Rostering, Queue and Workload Management, Major Incident Coordination.
Seasoned leader with experience in an IT services lead positions preferably in a MSP (Managed Services) environment
Tertiary education, ideally a university bachelors’ degree (in any field) NOT Masters
MUST have several certification – preferably MSCEs especially in cloud, security, servers
Excellent leadership & decision making capability
Technical problem solving skills & experience (Network, Server and Desktop)
The right to work in Australia.
Full time role + Competitive Remuneration
Leadership and growth potential
How to apply:
If you on our website, apply using the link below
If you are NOT on our website, please apply on the link: https://www.appetencyrecruitment.com.au/42e25a68/information-technology-jobs/service-desk-team-lead-brunswick-east.php
Other titles for this role in other organisation might be: Service Desk Manager, Service Desk Team Lead, Junior Service Delivery Manager, IT Manager, Senior IT support, Senior Service Coordinator, IT Support Manager, IT Support Lead
Appetency Recruitment is a specialist recruitment agency and HR Consulting organization with headquarters in Melbourne.
We are NOT "recruiters specialising in recruiting in your industry" BUT "industry professionals with years of experience working in the industry who specialise in recruitment". Thus, we have been in your shoes and can relate to the challenges you face.