Job Title: IT Support Services Manager
About the Role:
We are seeking a dedicated and experienced professional with a blend of technical support expertise and service delivery coordination skills. This role encompasses managing IT support services while providing hands-on technical assistance to ensure the efficient and effective resolution of IT-related issues within the organization.
Key Responsibilities:
* Service Request Management: Oversee incoming service requests, incidents, and support tickets to ensure timely and effective resolution.
* Ticket Assignment: Allocate tasks and tickets to service desk technicians based on their expertise and current workload.
* Quality Assurance: Ensure adherence to service level agreements (SLAs) and escalate issues as necessary to maintain service quality.
* Stakeholder Communication: Keep clear and consistent communication with stakeholders regarding the status of their requests and any changes to timelines.
* Policies and Procedures: Create and implement policies and procedures to enhance efficiency and customer satisfaction within the service desk.
* Technical Assistance: Offer support to end-users for hardware, software, and network-related issues, both remotely and on-site.
* System Installation and Maintenance: Install, configure, and maintain computer systems, peripherals, and mobile devices to ensure optimal performance.
* Problem Resolution: Identify and resolve problems with operating systems, applications, and network connectivity.
* System Maintenance: Perform regular maintenance and updates to ensure system integrity and security.
* Documentation: Keep accurate records of support activities, solutions, and user guides to facilitate knowledge sharing and training.
Desired Qualifications:
* Proven experience in service desk coordination and managing IT support teams.
* Strong technical skills in desktop support, including hardware/software troubleshooting.
* Proficient with Windows OS, Microsoft 365, and common IT tools.
* Strong communication skills with a focus on customer service and satisfaction.
* Familiar with IT service management frameworks.
* Certifications (ITIL, Microsoft Certified: Modern Desktop Administrator, CompTIA A+).
* Experience with IT ticketing systems and remote support tools.
Paxus values diversity and welcomes applications from Indigenous Australians, people from diverse cultural and linguistic backgrounds and people living with a disability.