ABOUT THE ROLE

Working with one of our largest and most complex customers, we are seeking a Service Desk Operations Manager to lead our experienced IT Service Desk and Service Management teams. The role will also be a key customer liaison, working closely with senior level stakeholders to ensure we are delivering to SLA’s as well as customer satisfaction.

This role is a people focussed role, focussing on our crew and customer. You will be overseeing an account dedicated team, fostering excellence in the areas of customer service, technical troubleshooting & process improvement, whilst also keeping an enjoyable and inclusive workplace.

ABOUT YOU

People are the key success factor at Kinetic IT, so we are looking for a highly experienced leader who is truly invested in the success of their team and passionate about partnering with customers to deliver.

You are someone who identifies opportunities to improve the customer experience and realise operational efficiencies, fostering a culture of continuous improvement. Your previous experience in a similar role will mean you are comfortable taking accountability for day-to-day operational outcomes exceeding service expectations and have a proven track record of delivering beneficial outcomes.

To be successful in this role, you will bring the following skills and experience:

• Experienced in leading & developing a service desk team, confident across escalations and business practises.
• Proven experience in driving workplace culture of support & collaboration.
• Experience working with customers in a vendor-customer relationship.
• Strong stakeholder management skills, building reputable customer partnerships.
• Experience in the HR leadership of large teams of 10-15+
• Call Manager System experience and Service Management knowledge would be advantageous, but not essential.
• ITIL service management and ServiceNow experience (desirable)

ADDITIONAL REQUIREMENTS:

• Ability to hold and maintain a Government security clearance is essential.

Don’t meet every requirement? Don’t worry, we’d still love to hear from you!

At Kinetic IT we value diversity and are actively seeking candidates with varied backgrounds. In selecting the right person for this role, we will consider your skills and experience as well as your personal qualities, attitude and potential for development.

THE KINETIC IT DIFFERENCE

• Flexible working, paid parental leave, and other benefits tailored to your individual goals
• Regular fun company and social events – Sundowner, Family Fun Day, Quiz Night and End of Year Party
• Vendor Exam Support, ITIL V4 Training and Communities of Practice groups
• Dedicated professional development reviews every 6 months, with monthly follow ups
• An open and supportive culture where we respect all people and individuals, and everyone has a voice

ABOUT KINETIC IT

We are recognised market leaders in the delivery of high-quality technology solutions to large public, private, and government organisations.  As an Australian-owned company, we take a lot of pride in delivering exceptional service that exceeds our customers’ expectations and positively contributing to our industry and community.  We hire for the long term and have a strong focus on training and developing our employees.  Everyday our amazing 1,400+ crew come to Kinetic IT not just to work but to be challenged, grow and be part of something bigger.

Check out more at kineticit.com.au.

HOW TO APPLY

First, check out our website Kineticit.com.au. If you like what you see then, click on the SEEK ‘Apply Now’ button or contact our career account on careers@kineticit.com.au and quote WWREQ0025685