About the role
As the Secure Agencies Helpdesk Manager - AV at Diversified, you will be responsible for leading a team that provides high-quality audio visual/video conferencing (AV/VC) support and troubleshooting services to our secure government agency clients. This is a full-time position based in our Canberra office.
What you'll be doing
* Manage a team of helpdesk technicians to ensure efficient and timely resolution of AV/VC issues for our secure agency clients
* Ensure contract requirements are translated into operational processes, rosters, and support models
* Provide escalation support and guidance to the helpdesk team, helping to resolve complex technical problems
* Liaise with clients to understand their needs and ensure a high level of customer satisfaction
* Monitor and report on helpdesk performance metrics to identify opportunities for process improvements
* Collaborate with other teams to implement new technologies and solutions for our secure agency clients
* Maintain comprehensive documentation of helpdesk processes and procedures
* Oversee dashboards, reporting, and operational metrics specific to Secure Agencies contracts
* Ensure effective handover of Secure Agencies systems from projects to operations, including documentation standards
* Coach and develop the helpdesk team to enhance their skills and capabilities
What we're looking for
* Strong experience managing an helpdesk team, ideally in a secure government agency or similar environment
* Strong technical expertise in AV/VC systems and applications, with the ability to provide hands-on support and troubleshooting
* Excellent customer service skills and the ability to liaise effectively with clients
* Proven track record of building and leading high-performing teams
* Exceptional problem-solving and analytical skills
* Excellent written and verbal communication skills
* Relevant tertiary qualifications in AV/VC or a related field
* Will need to be an Australian Citizen to hold an AGSVA clearance.
Why work at Diversified?
At Diversified, we’re on a mission to create a world without boundaries, where technology enables all people to connect and experience the moments that matter, wherever they choose to be. Inspired by challenge, driven by imagination, and fuelled by passion, we’re a diverse and united team of innovators committed to the future— yours, ours, and the world’s.
To learn more about Diversified, visit our website: www.onediversified.com/au