Service Desk Manager - Call Centre Solutions
Permanent - Sydney CBD
We are a Call Centre Operations Provider and we are looking for an experienced Service Desk Manager to lead a team of seven Support Desk Analysts.
The role is also responsible for working with customers to ensure support processes are being followed and to assist with solving issues as the point of escalation.
If you have technical support experience of contact centre applications such as Genesys, Avaya or Aspect, this will be highly regarded.
- At least 5 years of technical service desk manager experience
- Good technical experience on Windows server and networking
- Quick at learning new skills
- Able to work under pressure
- Able to handle upset or frustrated customers
- Previous experience with Genesys would be an advantage
- Excellent verbal and written communication skills
- There will be on-call roster with some travelling for client visits.
- Ensuring the team are delivering on the SLA's and have the right skills
- Mentoring the team and reporting back to the execs improvements
- ITIL knowledge to deliver service improvement
Only Australian or NZ permanent residents or citizens need apply. For further information, please call Dee Pollett on 02 4452 9200.