Datacom Looking for Service Desk Team Lead at Wellington, Wellington Region, New Zealand Full Time

Here at Datacom we connect people and technology in order to solve challenges, create opportunities and discover new possibilities for the communities we live in.

Our Team

The Datacom Customer Support team are responsible for a number of outsourced services for some of New Zealand’s largest organisations. With functions spanning Contact Centre, Service Desk, Digital Enablement and Product Management, our environment is dynamic and fast paced. And we have a bigger purpose – not only are we are focused on delivering awesome business outcomes, we are thinking, planning and taking action on revolutionising the technology industry!

We have an excellent opportunity for someone keen for the next step in their career, joining a fantastic team of peers with lots of scope to learn and grow! You will be part of our extensive Customer Delivery business who support each other working collaboratively across multiple locations.

The Role

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

What You’ll Do

• Lead, motivate and mentor direct reports
• Manage day to day operations of the direct reports
• Manage customer escalations and expectations to maintain a positive customer experience.
• Client and Vendor Liaison
• Maintain Customer Service Levels and delivering reporting requirements
• Financial oversight

What You’ll Bring

From motivating, mentoring, managing a large team of analysts, and working with clients; there’s no question that your communication and organisation skills will be key to your success in this role! So, it’s essential that customer satisfaction and best practice is at the top of your priority list.

You’ll have a detailed understanding of Incident and Request Management within ITIL, along with operational understanding of ticketing and call management technology. You’ll be familiar with Service Level Agreement concepts and be well versed with day-to-day operational queue management and reporting.

Ideally, you’ll have a minimum of 18 months experience in an equivalent role, or an ITIL Process role, or at least 24 months as a senior Service Desk Analyst position, including 2IC responsibilities. You’ll have ITIL Best Practice, including Foundation level.

About Us

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.

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