Datacom Looking for After Hours Service Desk Team Lead at Auckland, Auckland, New Zealand Full Time

We have over 6,200 people across our global offices, and generate an annual revenue of over $1.2 billion, this makes us one of Australasia’s largest professional IT services companies. We have extensive expertise in operating data centres, providing IT services, software engineering and application management, as well as payroll and customer service design and operations. With this comes a long list of significant clients Datacom is committed to hiring, developing and promoting the best talent from a diverse range of backgrounds. We are local at heart, yet world-class in capability. Please note this role is only open to candidates with full New Zealand working rights. Clearances for different customers will be a prerequisite.

About The Role

The Service Desk is the central point for customers on a day-to-day basis.

As an after hours team leader, you’ll provide the necessary leadership and guidance for a large team of high performing analysts; leading the way to deliver top quality support services to our customers.

We are looking for someone available to work weekends, afterhours and public holidays on a permanent full time basis!

Responsibilities

• Lead, motivate and mentor direct reports
• Manage day to day operations of the direct reports
• Ability to manage multiple customer expectations and leveraged operations at once
• Manage customer escalations and expectations to maintain a positive customer experience
• Client and Vendor Liaison
• Maintain Customer Service Levels and delivering reporting requirements

Skills & Experience

• Previous Service Desk Team Leader experience essential (at least 2 years)
• Excellent written and oral communication/ organizational skills
• Understanding of Incident and Request management within ITIL
• Understanding of ticketing and call management technology
• Familiar with Service Level Agreement concepts and day-to-day operational queue management

Benefits

• Competitive salary package +benefits
• Flexible working arrangements- working from home and the office!
• Career development: Learning & Development programs, internal movements and secondment opportunities.
• Collaborative and inclusive culture with an approachable leadership team and more!

If this sounds like the next step for you, please apply online now!

Requirements

Please note: Due to clearance requirements, we can only accept NZ citizens or Permanent Residents for the role.