Service Desk Manager
The Company Enterprise sized client with national reach who, due to a recent restructure within their Infrastructure team, are looking to fill a Service Desk Manager role on a permanent basis. The Role The Service Desk Manager will primarily be responsible for the management of an 8-strong team who provide L1/2 support to clients throughout Australia. You will take ownership of the ticket management system, ensuring that tickets are dealt with within specific SLA's, or escalated if required.
Weekly and monthly reporting will also be a key accountability. The role will involve questioning current processes and assisting with developing and documenting new processes so common problems can be addressed efficiently. From a technical perspective you will remain up to date with the latest technical requirements in order to provide a high level of technical knowledge in order to troubleshoot escalated issues.
Your Profile You will be a natural leader, have strong management experience and be able to rally the troops in a high pressure environment when the chips are down. You will be a good problem-solver, able to think on your feet and be able to take the initiative when required to get the best out of your team. Coming from a similar role within professional services this is a great opportunity to embed yourself in a growing organization with a fantastic team culture.
Technically, you will be able to resolve Level 2 Service Desk issues as a minimum and troubleshoot issues relating to the following: Windows Server 2008/2012 Active Directory and Group Policy MS Exchange PABX phone system Citrix Microsoft Office and Windows operating systems XP/7/8/10 A strong understanding of networking is also essential. In addition to your technical skills the role requires excellent communication skills the ability to prioritise your work. Relevant tertiary qualifications and Microsoft and ITIL Foundation certifications would be an advantage.
Apply Today If you feel you meet these criteria please Apply today. Ref: 06810-0010528034.