Manager Service Desk

at The Department of Customer Service
Location Sydney, Australia
Date Posted May 6, 2020
Category Customer Service
Job Type Full-time
Send Resume at
Salary $128,089+ Super


Manager Service Desk The Department of Customer Service location Sydney. Salary Base salary starting at $128,089+ Super.

About the role an exciting opportunity exists to bring together multiple siloed service desks (internal and external) into one centralised and state of the art service desk offering. Two full time- ongoing roles with flexible working options offered. Locations in Sydney opposite Central Station, and Parramatta.

About the role the Department of Customer Service (DCS) is a service provider, regulator and central agency of government. ICT is being transformed from an outsourced vendor to a best of breed sourcing model with Service Desk and governance services brought in-house. The program is establishing the team that will be responsible for managing services for DCS and other NSW agencies. The role reports to the Director End User Services and has responsibility for delivering superior ICT services for customers.

The Manager Service Desk role will provide vision and leadership to a team of IT customer service staff who are responsible for providing end user technology and support services. Improve the quality of support delivered to customers through ongoing review of services provided. Drive and support the team to meet service level agreements.

Manage suppliers in line with contractual terms. Connect the dots between technology, people and processes; keeping things simple for our customers is a priority. Manage escalations, reporting and analysis of performance in collaboration with partner teams and other service providers.

To be successful in this role you will demonstrate minimum 5-7 years of ICT operations experience in combination with five or more years of leading a technical team. Ability to lead, develop and engage a diverse team for high performance, fostering growth and professional development in individuals. Excellent customer service skills and a demonstrated ability to deliver the design and implementation of supporting systems and processes.

Strong stakeholder management and engagement experience, with exposure to new project scoping and implementation. A calm and collaborative style with a balanced and results driven approach. Our customers require extended operating hours therefore, you will be required to work hours including afternoon and evening work from Monday to Saturday, consecutive weekend shifts and also work on public holidays.