Service Desk Team Lead

at  Brennan IT

WHY WORK FOR BRENNAN?

At Brennan, we aim to lead, not follow. One of the ways we do this is through an open diverse culture that values performance, where anyone in the team can bring new ideas to the table and see them thrive. Our people are empowered, unique, considerate, supportive, trusting, and accepting being the cornerstone of the business. Because of this approach, we have now become the largest Australian-owned systems integrator in Australia.

WHAT SKILLS YOU WILL BRING TO THE TEAM:

• Minimum of 4 years experience working in a technical customer service role including a strong understanding of a technical Service Desk environment
• Experience leading or managing a Service Desk team is highly desirable.
• Experienced in using ServiceNow, or another similar Service Management tool.
• Experienced in using NICE CXone, or another similar Contact Centre Telephony tool.
• Demonstratable IT Service Management understanding or certification (ITIL, at Foundation level or above).
• Industry-based technical certifications (e.g. Microsoft, Citrix, VMWare, EMC, Cisco, HP).
• Information Technology or Computer Science Degree (or equivalent qualification).
• Use of Excel and/or PowerBi for reporting purposes.
  NOTE: As part of our hiring process, you will be required to undertake a National Criminal History Check.
  Brennan IT is an equal opportunity employer

THE ROLE

Reporting to the Head of Service Desks, you will be driving operational excellence within our Adelaide Service Desk supported by our Service Desks in India and Sri Lanka. You will have ownership of a Service Desk team of 5 people - and be responsible for recruitment, training, staff development, Incident & Request Management, process governance, SLA achievement, and quality assurance, to enable high levels of staff engagement and client satisfaction.
This role is based in our Adelaide office and the ability to provide leadership support and guidance to your direct reports is crucial for success.

YOUR RESPONSIBILITIES INCLUDE BUT ARE NOT LIMITED TO:

• Maintain staff utilisation and productivity within the Service Desk environment to successfully deliver against agreed Service Desk KPIs.
• Track and analyse Service Desk Analyst metrics including Net Promotor Scores (NPS), First Contact Resolution (FCR), call and ticket handling capabilities and Quality Assurance assessments to ensure all members of the team are performing to the requisite standards.
• Workforce planning to meet the business requirements of the Service Desk team including shift rostering and forecasting resourcing against inbound transaction volumes and the onboarding sales pipeline.
• Act as a point of technical escalation within the team and possess the ability to work with other teams when assistance is required from outside the Service Desk
• Own the end-to-end Service Desk Service Delivery for the customers supported by the Service Desk, ensuring it delivers against the contractual targets across all delivery centres, locations, teams and customers.
• Manage 3rd party relationships with key vendors and sub-contractor within the Service Desk environment.
• Constantly review existing processes and identify improvements to increase efficiency and customer satisfaction (NPS / CSAT).