Appentency Recruitment Services – Sydney NSWFull time, Permanent16d ago , from Appentency Recruitment ServicesHighest point of escalation for the service deskFantastic Work Workplace – unique career opportunityOur client an established, stable and growing Managed Service Provider business that has been catering to small and medium enterprises mainly in Sydney for over 35 years.
The team is expanding in Melbourne and is gearing for growth.The value proposition for this amazing business is to act as a true strategic partner accountable for delivering increased value and increased efficiency for its customers.
The culture of the organsiation culture is to properly analyse and fix problems to continually improve the clients' environment and confidence in their technology environment.About the role:The purpose of this role asthe Service Delivery Team Leader is to primarily coordinate theactivities of the Service Desk department ensuring timely delivery ofworkloads to achieve client outcomes, providing procedural guidance toteam members and alleviate roadblocks where present.
The role will alsotake on team management duties with respect to ensuring learningoutcomes and regular 1-on-1s are executed.A high level of communication proficiency and stakeholder management is required given that both responsibilities involve changes that can have high impact on clients.
Negotiation skills are required to ensure optimal pricing is obtained for both client.Role and Responsibilities:Promote and represent the company values in all aspects of the role.Maintain a consistent high standard of professional interaction both over the phone, on email or face to face with clients.Call handling – level 1 triage of inbound calls, managing call queue efficiently,



accurate data recordingTicket allocation – allocating balanced workloads between team resources and ensuring on time delivery of workloadsEscalating tickets to appropriate delivery areas for further actions where requiredManaging ticket lifecycles to ensure appropriate process complianceSupporting team members to understand and achieve key metrics and goalsBe confident in communicating with clients, providing appropriate commitment levels and executingIdentify any process, people, technology improvements that can be suggested or implemented to improve operational efficiencyRunning any team meetings/huddles, including taking and distributing meeting minutesReview of team member timesheetsReview and management of Service Desk and Alert ticket queuesWeekly 1 on 1 with team membersQA reporting (i.e. audit of works) to ensure consistent service qualityWorks closely with the COO in supporting the management of the team, including performance management and scorecard reviewsExperience and Skills Requirements:Experience within the MSP industryService ticketing systems experienceL1 Service Desk experienceDocumentation systems experience (preferably ITGlue, Hudu, Sharepoint)Analytical approach to workloadsStakeholder management to communicate expectations between multiple departments and clientsAble to self manage workload and able to work to time pressuresAble to motivate and manage team members with respect to performance and outputAbility to manage stakeholders, with effective communication to achieving common outcomesOn Offer:Competitive Remuneration and profit sharing schemePermanent positionExcellent office in Sydney North West & Hills District and Onsite parkingGenuine caring culture that promotes learning
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📌 Service Desk Manager (Sydney)
🏢 Appentency Recruitment Services
📍 Sydney