Job Description
- As Service Desk Incident Manager you will lead the Technology Service Desk Team in line with customer and employee experience.
- This role is responsible for leading a capability uplift within the Service Desk Team, coaching and mentoring the team to develop technically, and provide an improved customer experience.
- Further, responsible for driving a continuous improvement culture, aimed at transforming the processes, systems and service level within the existing Service Desk.
- The Service Desk is a key customer facing function of the Technology team. This role is critical in embedding a cultural change within the team, helping to foster the relationship Technology has with key stakeholders and supporting the transformation of the Technology function.
- Relevant tertiary qualifications in IT or equivalent
- Demonstrated experience in improvement of customer service within a 500+ user Service Desk.
- Demonstrated understanding of ITIL concepts and how these are applied in the Service Desk context.
- Demonstrated experience in coaching and mentoring staff.
- Experience in developing and managing Service Desk KPIs that are aligned to organisational requirement.
- 5 years+ experience with a service desk tool that utilises an ITIL Service Management framework.
- 5+ years providing direct user support in a complex IT end user environment.