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Helpdesk Manager

Job Title: Helpdesk Manager
Contract Type: Permanent
Location: Sydney
Reference: 3134957
Job Published: June 01, 2020 17:47

Job Description

The role:
  • 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.
All about you:
  • 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.

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