About the Role
* As a Service Desk Leader, you will be responsible for delivering superior and personalized customer support experiences that meet service level targets.
* You will generate dashboards to monitor performance and create reports to drive service improvements that benefit customers.
* Customer satisfaction is key; you will monitor surveys, follow up on user feedback, and take action to adjust services as needed.
* You will serve as an escalation point for complex issues and manage them through to resolution.
* Maintain support queues and assign work to ensure timely responses to customer tickets and fair workload distribution among team members.
* You will oversee scheduling to guarantee adequate support coverage at all times.
* Own IT asset management across the business, ensuring devices are properly maintained.
* Support IT projects in their delivery.
What We're Looking For
* A deep understanding of Service Desk Leaders' ITIL responsibilities is essential.
* Prior experience in similar roles is necessary.
* We seek someone with a 'can-do' attitude, enthusiasm, and passion for IT and exceptional customer experiences.
* Candidates must possess professional presentation and clear communication skills.
* Excellent written and verbal communication skills are required.
* A willingness to travel and support other locations when needed is essential.
* A practical quick learner with an open mind to new challenges is ideal.
* Growth mindset: we continually strive to learn and improve.
Technical Experience
* Experience working with Service Desk Ticketing Systems is crucial.
* Candidates should have experience working with Microsoft and Apple products, including Microsoft Windows O/S, Microsoft Office, Google Workspace, Mac OS X, Apple iOS, and Android.
* Familiarity with Microsoft Windows Server environments and Active Directory is necessary.
* MDM technology experience, such as MobileIron and Jamf, is beneficial.
* An understanding of network concepts is essential.
Professional Experience
* Candidates should hold relevant tertiary or professional qualifications in ICT or related fields.
Bonus Points
* We prioritize creating a positive impact in the world through our ethical sourcing and sustainability strategies.
Why Choose Us?
We are committed to providing reasonable arrangements for individuals participating in our application and interview process. If you require accommodations, please contact our Talent Acquisition team directly.