Operations Manager

at  Kinetic IT

ABOUT YOU

People are the key success factor at Kinetic IT, so we are looking for a highly experienced leader who is truly invested in the success of their team and passionate about partnering with customers to deliver.
You are someone who identifies opportunities to improve the customer experience and realise operational efficiencies, fostering a culture of continuous improvement. Your previous experience in a similar role will mean you are comfortable taking accountability for day-to-day operational outcomes exceeding service expectations and have a proven track record of delivering beneficial outcomes.

ADDITIONAL REQUIREMENTS:

• Ability to hold and maintain a Government security clearance is essential.

DON’T MEET EVERY REQUIREMENT? DON’T WORRY, WE’D STILL LOVE TO HEAR FROM YOU!

At Kinetic IT we value diversity and are actively seeking candidates with varied backgrounds. In selecting the right person for this role, we will consider your skills and experience as well as your personal qualities, attitude and potential for development.

ABOUT THE ROLE

Working with one of our largest and most complex customers, we are seeking a Service Desk Operations Manager to lead our experienced IT Service Desk and Service Management teams. The role will also be a key customer liaison, working closely with senior level stakeholders to ensure we are delivering to SLA’s as well as customer satisfaction.
This role is a people focussed role, focussing on our crew and customer. You will be overseeing an account dedicated team, fostering excellence in the areas of customer service, technical troubleshooting & process improvement, whilst also keeping an enjoyable and inclusive workplace.

TO BE SUCCESSFUL IN THIS ROLE, YOU WILL BRING THE FOLLOWING SKILLS AND EXPERIENCE:

• Experienced in leading & developing a service desk team, confident across escalations and business practises.
• Proven experience in driving workplace culture of support & collaboration.
• Experience working with customers in a vendor-customer relationship.
• Strong stakeholder management skills, building reputable customer partnerships.
• Experience in the HR leadership of large teams of 10-15+
• Call Manager System experience and Service Management knowledge would be advantageous, but not essential.
• ITIL service management and ServiceNow experience (desirable)