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Service Desk Manager

4 months ago

Auckland City, New Zealand RWA Technology People Full time

Work for a leading New Zealand owned, IT Support & Communications Company
- Great Location, modern offices in Auckland CBD.
- Great Opportunities for career progression

Formed in 2008, Intellium is a leading New Zealand owned, IT Support & Communications Company. The team have experience in the design, deployment and the support of networks both within and between businesses. They are looking for someone who is detail-oriented, process-focused, and passionate about delivering exceptional customer service. You can communicate effectively, understand the needs of staff and clients to lead a team of technical support professionals in modernizing an existing service desk and providing top-quality customer service to our clients. You would be park of a loyal and talented team, in a company where everybody’s voice is heard.

**Your Skills**
- 3+ years of experience managing an IT help desk or technical support team.
- Proven track record of improving customer service delivery and satisfaction levels.
- Strong technical knowledge of IT infrastructure and systems.
- Excellent communication and interpersonal skills.
- Ability to develop and maintain relationships with clients and internal teams.
- Strong leadership and management skills.
- Experience with ITIL or other IT service management frameworks is a plus.

**Key Responsibilities**:

- Further develop and implement processes and strategies using existing and new helpdesk platforms to improve customer service delivery.
- Manage the day-to-day operations and resourcing of the Service Desk team to ensure that customer service levels are met or exceeded.
- Hire, train, and supervise a team of technical support professionals to deliver top-quality customer service
- Establish and maintain standard operating procedures for the Service desk to ensure consistent and efficient support.
- Develop and implement a customer service training program for the Service desk team.
- Analyse customer feedback and data to identify areas for improvement and implement solutions.
- Coordinate with other teams within the company to ensure that customer service is consistent across all departments.
- Ensure that the Service desk team is up to date with the latest technology and industry trends.
- Collaborate with the sales team to identify opportunities for additional services and support.
- Develop and maintain relationships with key clients to ensure their satisfaction with service delivery.

Your interest will be treated in the strictest of confidence.

CS-3635256