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Service Desk and Helpdesk ManagerTekspace
An exciting opportunity has become available for an capable Service Desk Manager and Team leader. Tekspace is a rapidly growing Managed IT Services company based on the foundations of a team culture that focuses on building our people, delivering value-added outcomes for our clients and having fun while we're at it The Role: Take ownership of client service outcomes; Perform ongoing management of incidents, requests and changes; Meet with customers for service reviews, and be a client escalation point for all tickets; Organise and manage ticket workflow and dispatching; Write and contribute to technical and procedural documentation; Provide training to the engineering team to drive process and policy compliance and understanding. Mentor, lead and provide senior technical guidance to the Service Desk team; Foster a culture of continuous improvement, identify and implement improvement opportunities; Measure service desk performance and manage SLA reporting (using tools like BrightGauge).
Implement strategies to ensure services are delivered in accordance with SLA's; About You: The right person will have: Confident leadership and management expertise - you're able to inspire, apply your common sense and critical thinking skills to the betterment of the team; Excellent problem-solving skills, with a logical and methodical troubleshooting approach; A passion for detail, documentation and fostering technical growth in your team members through knowledge sharing, education and feedback. A depth of technical knowledge such that you can provide confident technical guidance to engineers. Experience in crafting, improving and driving the adoption of new processes and policies for both internal and external stakeholders.
Experience in triaging and delegating tickets, managing ticket workflows and meeting SLA's; Hands-on experience juggling and prioritising numerous conflicting initiatives. A solid understanding of ITIL. Familiarity with a Managed Services Provider (MSP), PSA and RMM systems is a must.
The successful candidate will be rewarded with a career planning path, ongoing personal and professional development and the opportunity to work with a leading Managed Services Provider across a diverse technology set. You must be an Australian Citizen or permanent resident to be considered for this role NO RECRUITMENT AGENCIES.