Service Desk Manager

6 days ago


Auckland City, New Zealand Momentum Consulting Group Full time

Manager up to 5 Service Desk Analysts
- Auckland City office
- Perm role with great benefits

This SDM (Service Desk Manager) is responsible for ensuring the smooth operation of our clients Service Desk by aiming to provide excellent customer service and uphold high service standards.

**Key responsibilities**:

- Leading the Service Desk team
- This involves managing service-level agreements (SLAs), allocating resources efficiently, planning on-call schedules, and coaching team members to enhance their professional skills. The team will make up about 5 direct reports.
- Continuously improving service desk practices and processes
- The SDM strives to enhance efficiency and performance by implementing measurable improvements to existing practices and processes.
- Providing regular and insightful service reporting
- In collaboration with the Service Delivery Manager, the SDM prepares routine reports that offer valuable information to stakeholders regarding the service desk's performance.
- Taking ownership of complex issue resolution and problem management
- SDM is responsible for addressing and resolving intricate issues within the Service Desk's scope, ensuring effective problem management.
- Overseeing inbound support services and ticket interoperability
- The SDM takes charge of managing the support services received and facilitates seamless ticket coordination between the clients service management system and the external service provider's system.

By fulfilling these responsibilities, the Service Desk Manager plays a vital role in maintaining efficient service operations and delivering a positive customer experience for this client.

**Work Experience**:

- Minimum of 5 years of experience in a senior service and support role or a similar technical position, including responsibilities such as team leadership, SLA management, stakeholder reporting, and IT service management following ITIL v3 or later.
- Specific experience providing IT support to a large corporate user base, particularly in supporting a geographically dispersed business.
- Application of ITIL and familiarity with associated service management best practices.
- Demonstrated track record of improving service desk performance in measurable terms.
- Experience overseeing and managing third-party service delivery to an organization, particularly at Level 2 or 3 support.
- Excellent communication skills, both written and verbal.
- Strong IT literacy and the ability to effectively communicate technical issues to non-technical individuals, and vice versa, with clear and concise communication to internal and external customers.
- Excellent analytical and problem-solving skills, showcasing a curious mindset and creative approach to resolution.
- Effective time management, with the ability to plan and organize team workload efficiently, establish priorities, and perform well under pressure.
- Understanding the significance of documentation in operational support.
- Ability to work cooperatively and collaboratively within a team environment.
- Ability to establish rapport with individuals at various levels of seniority and expertise.

**Nice to haves**:

- Highly desirable to have experience and knowledge of IT environments in hospital or health sectors.
- Operational and workflow experience with service management tools, preferably Cherwell.
- Certification or other relevant qualifications in Service Management.
- Experience with technical field service responsibility and remote service management.
- Hands-on experience in common networking, infrastructure, or end-user computing technologies.

All applicants should have the right to work in New Zealand. This role is paying $120,000-130,000 per annum depending on experience.



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