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Service Desk Manager
Job Description
- Perm Role
- Onsite South Auckland Office
- Well Known National Kiwi Company
Our client is continuing to make a significant investment in its IT and digital services provision to ensure the delivery of a consistent, high-quality IT service across the company. IT provides innovative and reliable IT services which are continually being adapted to meet the changing needs of the staff in a rapidly changing technology environment.
The Service Desk Manager is critical to the successful delivery of a responsive, high-quality customer-centric experience. The Service Desk Manager will lead an effective, high-quality, responsive, customer-orientated, professional IT service. The Service Desk Manager is responsible for embedding the incident management processes, ITIL and service-related processes, and will provide best practice service management of the Helpdesk, providing first and second line support for the broad range of systems and technologies.
Key Responsibilities:
- Be a point of contact for other departments for escalation calls and general meetings where IT must be present.
- Oversee the handling of customer complaints and negative feedback received from ticket closure surveys.
- Work with teams across IT to introduce greater process automation and self-service, shifting support activities ‘left’ away from technical IT teams.
- Mapping IT processes.
- Lead, motivate, and manage all aspects of the work of the Helpdesk team – this will include mentoring and developing staff in alignment with our client's values and strategic priorities.
- Be responsible for the Helpdesk team’s requirements to undertake their duties in line with departmental safety, health, and wellbeing arrangements including any specific training and to undertake suitable and sufficient risk assessments for staff.
- Responsible for ensuring that the Helpdesk staff have the requisite knowledge to process customer incidents effectively.
- Coordinate Change Advisory Board activities.
- Provide and review management reports e.g., performance, service usage, customer engagement.
- Maintain the roster of Helpdesk agents.
- Ensure all IT SLAs and queues are managed.
- Ensure Helpdesk SOPs are agreed, documented, and maintained.
- Ensuring queries not progressing are escalated as appropriate.
- Such other responsibilities that may be reasonably assigned from time to time.
Ideal candidates Experience, Qualifications & Competencies:
- Strong customer service background.
- 3 or more years’ IT Helpdesk Management experience.
- Relevant IT qualification.
- Practical IT knowledge.
- Knowledge of relevant industry practice (e.g. ITIL).
- Valid driver’s licence.
- Excellent communication and interpersonal skills.
- Excellent organisational skills.
- High level of personal integrity.
- Able to effectively interpret and relate IT issues to our wider business perspective.
- Able to effectively prioritise multiple projects and support activities.
- Able to effectively work under pressure and meet deadlines.
- Able to travel as required.
Applicants must be located in Auckland with the right to work. Our client cannot sponsor.
If you are ready for your next challenge and meet the criteria above, please apply via the prompts and Paula Rae Broussard will be in touch to discuss your application - paula@momentum.co.nz