Service Desk Team Leader

Datacom Service Desk Team Leader

Here at Datacom we connect people and technology in order to solve challenges, create opportunities and discover new possibilities for the communities we live in.

The Datacom Managed Operations team are responsible for outsourced services for some of New Zealand's largest organisations. With functions spanning Service Desk, Intelligent Workplace, Digital Enablement and Product Management, our environment is dynamic and fast paced. And we have a bigger purpose as we actively work towards our vision of being New Zealand's leading Service Desk, sustainably providing the best experiences as we bring people and technology together.

We have an excellent opportunity for someone keen on the next step in their career, joining a fantastic team of peers with lots of scope to learn and grow! You will be part of our extensive Customer Delivery business who support each other working collaboratively across multiple locations.

The Service Desk is the central point for customers on a day-to-day basis. As a Team Leader, you'll provide the necessary leadership and guidance for a large team of high performing analysts; leading the way to deliver top quality support services to our customers.

What you'll do:

• Lead, motivate and mentor direct reports
• Manage day to day operations to deliver on contractual SLAs
• Manage customer satisfaction through handling of escalations from the customer, driving Quality initiatives and adopting a continuous improvement mindset.
• Develop (and maintain) relationships with key stakeholders across Datacom, our customers and our vendors.
• Reporting and Financial oversight

What you'll bring:

You'll be managing a large team of analysts, monitoring key deliverables and working with clients, so there's no question that your communication and organisation skills will be key to your success in this role! To be successful in this role, you will be someone who leads by example, who is inspiring and supportive to others, passionate, customer orientated and results focused.

You'll have a detailed understanding of Incident and Request Management, along with operational understanding of ticketing and call management technology. You'll be familiar with Service Level Agreement concepts and be well versed with day-to-day operational queue management and reporting.

Ideally, you'll have a minimum of 18 months experience in an equivalent role, or an ITIL Process role, including 2IC responsibilities. You'll have sound understanding of ITIL Best Practice, and Foundation level certification will be a bonus!

We have over 6,200 people across our global offices, and generate an annual revenue of over $1.2 billion, this makes us one of Australasia's largest professional IT services companies. We have extensive expertise in operating data centres, providing IT services, software engineering and application management, as well as payroll and customer service design and operations. With this comes a long list of significant clients Datacom is committed to hiring, developing and promoting the best talent from a diverse range of backgrounds. We are local at heart, yet world-class in capability. Please note this role is only open to candidates with full New Zealand working rights.

If this sounds like the next step for you, please apply online now!