Management (Information & Communication Technology) Full time Add expected salary to your profile for insights Steadfast Solutions is seeking an experienced Service Desk Manager for a leading provider of IT Support.Are you ready to lead a dynamic team in a fast-paced MSP environment? We are seeking a passionate Service Desk Manager to work on a permanent full-time basis. As a pivotal leader, you will bring your expertise in service desk management to drive exceptional customer service and operational efficiency. This is an excellent opportunity for you to join a dynamic and forward-thinking company that offers ongoing professional growth and development in the ever-evolving field of networking, security and IT infrastructure. The successful candidate will have a strong technical background and be looking to pass on their knowledge and experience to the support team to drive development and great customer experienceKey responsibilities: Leadership and Team Management:Lead, mentor, and develop a team of IT service desk technicians.Conduct regular team meetings and provide feedback.Manage training and development plans for teamOperational Management:Oversee day-to-day operations of the IT service desk, ensuring timely and effective resolution of incidents and service requests.Manage inbound support and monitoring queues, perform initial triage and direct the team in an effective mannerMonitor key performance indicators (KPIs) and service levels to ensure compliance with SLAs.Incident and Problem Management:Act as the escalation point for complex or high-priority incidents.Collaborate with other IT teams to resolve recurring issues and minimise downtime.Lead post-incident reviews and root cause analysis to prevent future incidents.Manage escalation processes to engineering teams to meet SLA's.Identify trends and implement measures to improve network stability.Process Improvement:Identify opportunities for process improvements and implement best practices.Stay updated with industry trends and integrate new technologies and methodologies where appropriate.Customer Service:Ensure a high level of customer satisfaction by managing the user experience throughout the service request lifecycle.Collect and analyse user feedback to improve service delivery in conjunction with the Quality Manager.Communicate effectively with users, keeping them informed of progress and providing timely updates.Reporting and Documentation:Prepare regular reports on service desk performance, including metrics, trends, and user satisfaction.Maintain accurate records of all incidents, service requests, and changes.Develop and maintain a knowledge base for both users and the service desk team.Strategic Planning:Contribute to the development of the IT strategy and align the service desk with business objectives.Plan for future capacity, including the scalability of the service desk to meet growing demands.Qualifications:Education: Bachelor's degree in Information Technology, Computer Science, or a related field. A Master's degree is a plus.Experience:5+ years of experience in IT Support, with at least 2 years in a supervisory or managerial role.SkillsProvide support and mentorship to techniciansAble to explain technical concepts in a user-friendly mannerHigh level of customer service deliveryStrong critical thinking skills are a mustCultureWe are dedicated to seeing our employees work together in an environment that fosters the true meaning of collaboration, a culture that creates the highest quality, cutting-edge products, long-lasting relationships, and improved organisational and individual capabilities. We aim to give our employees an opportunity to grow and develop their careers.Hours:This is a full-time position.Before applying please ensure:You must be either an Australian Permanent Resident or Citizen to apply for this role.Successful candidates will be required to undergo a police check and are required to have a clean criminal history. Your application will include the following questions: Which of the following statements best describes your right to work in Australia? How many years' experience do you have as a Service Desk Manager? Do you have customer service experience? Do you have a current Police Check (National Police Certificate) for employment? Have you completed a qualification in ICT? How many years of people management experience do you have? What's your expected annual base salary? What can I earn as a Service Desk Manager
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