Manager - Help Desk

at  Green by Nature

Job no: T933G
Category: Administration
Green by Nature ANZ is a leading greenspace and facilities maintenance company and is committed to delivering solutions and excellent service to our clients across Auckland. We currently have an opening, and we are now seeking a dynamic individual to join our team as our Help Desk Manager.
The role will see you be responsible for overseeing and managing our Help Desk team and the Operational Support Specialist based in Henderson, West Auckland. You will play a critical role in ensuring efficient and effective support for our Auckland operational teams, while also maintaining excellent customer relationships and smooth communication channels with key stakeholders.

Key Responsibilities

• Lead and manage the Help Desk team of 4, providing guidance and support to ensure high performance and productivity
• Lead and manage the Operational Support Specialist, providing guidance and support to ensure high performance and productivity
• Oversee the work required to support our operational teams, including customer relationship management and work order management
• Accountable for managing and measuring KPIs and dashboards to track team performance and identify areas for improvement
• Support finance claims process required to capture work orders for revenue generation
• Ensure key business processes such as corrective actions, processing of purchase orders (POs), and work order management are undertaken effectively and efficiently
• Provide backup support for the Operations Support Specialist and Administration Officers as needed

SKILLS & EXPERIENCE

Our ideal candidate has prior experience in a managerial role in a help desk or customer support environment or had proven experience in leading a team to achieve their best work. We need an action-orientated person, who isn’t fazed by unexpected challenges and can make well-informed decisions that instill confidence in their team. Other qualities we seek include:

• Strong leadership skills with the ability to motivate and develop team members, and capable of fostering a positive team culture
• A passion and desire to deliver excellent customer service and proven experience in developing and sustaining positive customer / stakeholder relationships
• Excellent communication skills, both verbal and written and intermediate to advanced computer skills, especially with excel and have the ability to learn new in-house systems
• Comfortable working with cost allocation and cost tracking for Finance
• Demonstrated ability to manage and prioritise multiple tasks and can follow through and follow up situations in a timely manner

ABOUT US

Since 1992, Recreational Services has been dedicated to creating and maintaining beautiful outdoor spaces across New Zealand. With over 700 employees in 14 locations nationwide, we’ve been a strong force in the industry. In 2021, we came together with three of the most well-established landscaping businesses in Australia – Green Options, Super Gardens, and Skyline Landscape Services.
We are excited to announce that from October 2023, we will be rebranding to operate under one new, single brand, Green by Nature. Our Group purpose is to improve people’s lives by building, caring for, and maintaining remarkable green spaces that enable us all to do more of the things we love. With over 1500 team members across New Zealand and Australia, we’re excited to continue our journey and we hope for you to join us!
In accordance with the Company’s Drug & Alcohol Policy, the successful candidate will be required to undergo and pass a pre-employment drug test.
Published on 15 Apr 2024, 7:45 PM

Key Responsibilities

• Lead and manage the Help Desk team of 4, providing guidance and support to ensure high performance and productivity
• Lead and manage the Operational Support Specialist, providing guidance and support to ensure high performance and productivity
• Oversee the work required to support our operational teams, including customer relationship management and work order management
• Accountable for managing and measuring KPIs and dashboards to track team performance and identify areas for improvement
• Support finance claims process required to capture work orders for revenue generation
• Ensure key business processes such as corrective actions, processing of purchase orders (POs), and work order management are undertaken effectively and efficiently
• Provide backup support for the Operations Support Specialist and Administration Officers as neede

Our ideal candidate has prior experience in a managerial role in a help desk or customer support environment or had proven experience in leading a team to achieve their best work. We need an action-orientated person, who isn’t fazed by unexpected challenges and can make well-informed decisions that instill confidence in their team. Other qualities we seek include:

• Strong leadership skills with the ability to motivate and develop team members, and capable of fostering a positive team culture
• A passion and desire to deliver excellent customer service and proven experience in developing and sustaining positive customer / stakeholder relationships
• Excellent communication skills, both verbal and written and intermediate to advanced computer skills, especially with excel and have the ability to learn new in-house systems
• Comfortable working with cost allocation and cost tracking for Finance
• Demonstrated ability to manage and prioritise multiple tasks and can follow through and follow up situations in a timely manne