- Must be an Australian Citizen
- Will ideally have MSP
- Must be a current Helpdesk Team Leader
Ideal for a Team Leader who is passionate about Inspiring and Leading People and providing the best possible technology service externally to customers as this role has the career path to move into Service Delivery Manager quite rapidly!
Its Perfect for someone to take an independent and autonomous role to implement new processes & ideas!
- Helpdesk Team Leader / Junior Service Delivery manager
- Career Progression into Service Delivery Manager
- Sydney
You will be keen to make a change and implement your ideas and process into this expanding team.
With great examples of internal career progression within the business, this expanding business who have just moved offices due to growth, offer genuine opportunities for their best and brightest who can make a difference!
The Job:
Working for an award winning Business who are looking at expanding Globally into the UK, you will be supervising 6-7 based in Sydney.
Drive staff, deliver on Service Desk KPI's and SLA's & ensure internal consistency & clarity.
About you:
It would suit someone who has:
- MSP Experience (ideal, but not essential)
- Be an Australian Citizen
- Worked in a Service Desk Lead role
- Have excellent communication skills
- Enjoy Tech and be passionate about maintaining a hands on role
- Enjoys leading people, delivering resolution & relishing growth and innovation.
- This business is growing year on year and now needs to add to their leadership management team to continue their success. You should be passionate about a future career in the management path (whilst being hands on).
The role:
- Manage and lead Service Desk staff - L1 & 2 are delivering to SLA's and KPI's
- Heavy use of ticket management and reporting
- Highly customer Centric
- Be able to act as an escalation point
- Ensure call to escalation to resolution times are adhered to and manage staff and training accordingly
- to keep focus on customer results and technical resolution efficiency.
- create incredible standards of performance, increase efficiency and ensure IT "service desk tickets are down" and speed for clients and problem resolution standards are up.
- Maintain and develop company culture by actioning internal meetings & a clear personnel review structure.
- General Operational excellence.
- People Management, including working with IT Management to maintain HR policies.
- Innovation
Pre Requisites:
1. At least 2-3 years Helpdesk Team Lead experience, developing & maintaining a small team with strong business outcomes.
2. Ideally have MSP, although not essential
3. Be an Australian Citizen
You should have proven ability to influence and team manage (Helpdesk Staff), input with the IT Manager to plan & develop strategic plans to grow, manage change and implement process improvements.
Apply now!
