Job Description: Lead the delivery of business-as-usual Service Desk Operations, identifying opportunities for improvement, then uplifting capabilities across people, process, and technology, in support of the organisational priority of providing excellent customer service. As Manager Service Desk Operations, you will bring relevant experience to the organisation to lead, shape and improve Service Desk operations by uplifting capabilities and building a high performing team, to improve service outcomes for our customers. Job Responsibilities: Participating in high priority incident management during business hours, and after hours as required, acting as an escalation point for service desk related issues Identifying opportunities to streamline, automate and simplify processes and practices to improve efficiency and effectiveness. Developing and implementing improvement roadmaps to uplift capabilities to improve the customer experience with the service desk. Developing and communicating a mission and vision for the service desk aligned to organisational priorities and objectives. Defining performance measures and metrics, customer satisfaction surveys, performing trend analysis, and reporting on key service desk performance and quality measures. Ensuring effective communication channels are in place for the service desk and communication is of a high standard, keeping customers and business stakeholders informed. Job Requirements: Advanced stakeholder management skills with ability to manage customer escalations with poise. Knowledge of contemporary service desk practices and emerging trends. Strong interpersonal and communication skills with the ability to develop effective relationships and influence key stakeholders at all levels in the organisation. Demonstrated analytical and problem-solving skills that ensure that underlying problems are identified, and robust action plans are enacted. Advanced communication skills with the ability to translate technical information into simple and clear business language. Qualification & Experience: Proven leadership and people management skills, with experience building effective high- performance cultures that improve service outcomes, develops, and retains staff. Experience in writing executive level reports, briefing papers and memos, and developing business cases Tertiary qualifications and/or significant experience leading a customer focused IT Service Management organisation within a large/complex organization. Job Details: Company: Airservices Vacancy Type: Full Time Job Location: Greater Brisbane Area,Australia Application Deadline: N/A Apply Here careers-trivia.com
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