Management (Information & Communication Technology) With local specialists in over 20 EFEX branches supported by our national reach, we're industry-leading experts delivering simplicity to our clients - local, regional & national - with right-sized IT solutions that are just right for them. We have a down-to-earth, accessible approach, speaking business to business, to ensure IT is the best enabler of better business efficiency & productivity for our clients.
The Role: As a Service Desk Team Leader at Efex, you'll be at the heart of our IT service delivery, ensuring everything runs smoothly and efficiently. Your responsibilities will include proactive monitoring, implementing automation, and managing tickets effectively to uphold our high standards of service excellence. You'll serve as the main point of contact for handling client incidents and escalations, leading continuous improvement efforts, and promoting strong collaboration across our technology teams. Your leadership will be essential in upholding our reputation for reliability and client satisfaction. This role is based in Adelaide CBD.
Key Focus Areas: SLA Management: Take full ownership of measuring, monitoring, and achieving service level agreements. Your role involves ensuring that service targets are consistently met, thus safeguarding our commitment to client satisfaction. Incident & Escalation management: Oversee the prompt resolution of client issues and manage escalations effectively. Your focus will be on addressing problems swiftly to maximize client satisfaction and minimize downtime. Team Leadership: Lead, mentor, and develop a high-performing service desk team. Cultivate a collaborative and dynamic team culture that drives excellence and fosters continuous professional growth. About You: Leadership Experience: You have at least 5 years of experience leading and managing engineering teams. IT Expertise: You possess a strong skill set in ITIL Service Management, Incident Management, and IT Service Delivery. Process Optimization: You excel in process optimization, a key requirement for this role. Problem-Solving: Your problem-solving and analytical abilities are top-notch, enabling you to tackle complex issues effectively. Organizational Skills: You have excellent organizational and time management skills, ensuring efficiency and productivity. Technical Proficiency: Your strong technical skills are complemented by proficiency in PSA software, particularly Salesforce. What we offer: Competitive Compensation: We offer a top-tier salary that reflects your extensive experience and the significant value you bring to our team. Collaborative Environment: At Efex, we cultivate a culture of respect, support, and collaboration, ensuring that your contributions are both valued and recognized. Personal Milestones: Enjoy a well-deserved day off for your birthday, as we celebrate and acknowledge the personal milestones of our senior team members. Varied and Engaging Role: With a diverse range of projects and clients, you'll face new challenges and opportunities for growth every day, keeping your work engaging and fulfilling. Room for Advancement: As EFEX continues to expand and evolve, there will be opportunities for career advancement and professional development for those who are eager to seize them. If you're ready to advance your career and make a meaningful impact within our organization, we encourage you to apply today.
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