It Service Desk Manager
Docklands, Victoria, Au
Safety Leadership:Liaise with head of OH&S and provide safety training for departmental staff in head officePerforming safety talks and safety inspections and OH&S incident reportingBudget and Business Planning:Develop the Service Desk strategyWork with stakeholders to carefully plan and deploy continual improvements to service qualityProvide input into the budget allocation for the teamSupport in the management of relationships with IT suppliers and support the IT procurement processCustomer Support:Supporting 1500+ users across Australia, New Zealand, USA, Dubai, Malta and Singapore including 22 subsidiary brands across multiple labour industries (Mining, Offshore Marine, Healthcare, Maintenance, Corporate).Technical knowledge within team members as evidenced through turnaround time of issuesEnsuring that regular audits of communications are preformed and that appropriate training is provided to team members in this area.Handling of escalationsProject management and delivery:Project scope, design and implementation, Stakeholder management, Vendor managementWorking with end users to provide seamless integration of device deployments for multiple hardware and software platformsReporting:Responsible for regular reporting on various areas of the Customer Service Team, and the Production Support Team, and is also responsible for the Service Desk Information Systems (including the ticketing system) and all related information.Customer satisfaction, SLA compliance, Incident statistics, Call statistics, Problems Encountered, Open Tickets/BugsPeople Management:Coaching and mentoring the direct reportsEnsuring the shift rosters are created and published on SharepointTechnical guidance of direct reports depending on their skills levelPerformance evaluation and developmentKPI setting for all direct reports and measuring against these indicatorsConducting regular team meetingsManaging the recruitment process
