Role Summary: This role is to manage the performance of Level 1 and Level 2 services & support desk to clients and ensure that service levels are achieved and to ensure that customer expectations are met or exceeded.
KEY AREAS OF RESPONSIBILITY:
- Oversee incidents and deliver any problems to the Problem Manager.
- Act as escalation point for all requests and incidents
- Train, coach and mentor Service Desk Specialists (Level 1 / 2)
- Interact with internal and external customers
- Will drive Ticket Deep Dive and develop strategies for improvement
- Manage process for communicating outage/emergency activities to the organisation
- Manage vendor relationships as it depends on daily operational needs
QUALIFICATIONS:
- Associate degree or equivalent combination of education and experience is required 5+ years of related experience in a large IT Support Delivery Team, with at least 2 of it in a managerial position.
- Ability to effectively communicate to customers while protecting the company's position.
PREFERRED QUALIFICATIONS:
- Exposure to ITIL
DESIRED PROFILE:
- Excellent stakeholder engagement skills
- Confident communicator with excellent organisational skills
- Strong interpersonal and communication skills a must; ability to read, write, and speak in a professional manner
- Experience using ServiceNow is highly preferred
Rich Gee
Recruitment Consultant
Let's Connect
https://www.linkedin.com/in/rich-gee/
Ph: +61 2 9263 8511
Mob: 0493 421 118
ManpowerGroup is committed to being a Diversity Confident Recruiter and encourages applications from people from a diverse range of backgrounds, including people with a disability. Please indicate your preferred method of communication in your resume and please let us know if you require any reasonable adjustments should you be contacted for an interview.
Aboriginal and Torres Strait Islander people are encouraged to apply.
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State: QLD, licensee/s Manpower Services (Australia) Pty Ltd, LHL-02026-D5L4Q. State: QLD, licensee/s Experis Pty Ltd, LHL-02014-Y5F6D. State: SA, licensee/s Manpower Services (Australia) Pty Ltd, LHS 288856
