Operations/Team Manager Service Desk

About the OPPORTUNITY

Kinetic IT are looking for an established Operations/team Manager to look after their 13 person service desk. This role will team manage a 24/7 support team who run the service desk for customers supporting a highly community driven Kinetic IT account.  

What would be included in this role?  

• Daily management of the team from ensuring workload capability to general performance management including recruitment and goal settings
• Working closely with the customer to ensure the relationship is maintained
• Be the first escalation point for the customer
• Be involved in procedures and processes (ITIL certified)
• Work closely with other service providers within the account to maintain service quality

Skills required

• Experience with managing a team ideally within a service desk or end user capacity
• Excellent stakeholder engagement and management
• Understanding of how to motivate the team whilst ensuring the customer is getting fully supported
• Demonstrated ability to prioritise tasks and escalations
• Experience of managing staff processes from hiring, performance managing and rem reviews etc
• ITIL Certified and the ability to understand this environment
• Happy to work 5 days onsite 

At Kinetic IT we strive to add value to our customer and our community. We respect each other, ourselves, and value teamwork.

The Kinetic IT Difference

• Flexible working, paid parental leave, and other benefits tailored to your individual goals.
• Regular fun company and social events
• 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 ‘Apply Now’