Service Desk Team Lead

Brennan IT Pty Ltd

Service Desk Team Lead

PURPOSE OF ROLE
This role is focused on driving operational excellence in our 24x7 Service Desk, within Australia, and our Global Service Centre (GSC) in India.
The desired outcome of the role is to increase the operational efficiency within Service Delivery and client satisfaction (CSAT).  This is to be achieved through staff management, developing new & existing processes, and working with the wider Brennan team.
You will have ownership of the Service Desk, NOC Level 1 Services, and Incident Management and as such be responsible for recruitment, training, staff development, process governance, SLA achievement, and quality assurance, to enable high levels of staff engagement and client satisfaction. 
Focusing on staff development you will facilitate and manage the continuous up-skilling of the Service Desk to draw work from 2nd or 3rd level teams. 
The overall quality, and outcomes attributed to and from the GSC Service Desk will be critical to the success of this role.
As the entry point into Brennan IT the Service Desk is an important training ground to align new starters with the Brennan values and grow the talent pool of engineers of the future.
The Service Desk operates on a 24x7x365 basis and our clients expect a responsive, efficient, and capable service day or night.
  
KEY RESPONSIBILITIES:
  • Team leadership, coaching and mentoring
  • Service Delivery Framework Implementation – Update and refine customer process documentation against industry recognized best practice frameworks like ISO and ITIL.
  • Constantly review existing processes and identify improvements to increase efficiency and CSAT
  • Meet Client agreed Service Levels and Key Performance Indicators (KPI)
  • Regularly develop proactive solutions for our clients
  • Maintain employee development and engagement plans
  • Facilitate shift-left of workload from 2nd and 3rd level resolver groups
  • Increase staff utilization and growth of the Service Desk
  • Work collaboratively with key business contacts to on-board new clients and services
  • Provide regular reports on Service Desk to track and maintain performance
  • Forecast resourcing against inbound transaction volumes and onboarding sales pipeline
  • Identify repeat issues and work with relevant business leaders to identify and resolve the root cause
  • Escalate and take ownership of issues affecting our clients until resolution
  • Manage 3rd party relationships with key vendors within the Service Desk
  • Recruit and induct new starters
  • Maintain professional standards within the workplace in line with the Brennan code of conduct
  • Create a positive working environment that enables innovation and creative problem solving
  • Manage sub-contractor relations and processes
  
CORE COMPETENCIES:
  • Lead and build a high performing team in line with Brennan Values
  • Recognized as the subject matter expert in Service Desk Operations
  • Continuously improve operations to increase efficiency & profitability through people, tools, & process.
  • Leads the development of Brennan policies, standards, processes, and procedures
  • Has a deep understanding of client's operations within the Service Desk, and is sought out by peers in relation to issues.
  • Plan resources to meet the demands of inbound calls & emails throughout business hours, nights, weekends, and public holidays.
  • Plans, prioritizes and completes tasks with conflicting priorities
  • Identifies operational deficiencies and improvement plans
  • Identifies development needs, allocates work and authority and creates opportunities for individual's professional growth.
  • Shares vision and direction for the business to achieve Brennan’s goals and aims. Inspires others to achieve these goals.
  
KEY COMPETENCIES DETAILS
Essential
This role requires the follow Competencies and Experience;
  • Minimum 5+ years of experience in IT Infra space
  • Minimum of 2 years in a Team Leadership / Senior Management position
  • Minimum of 3 years’ experience in an IT Managed Services environment
  • Demonstrated experience with Service Desk Management
  • Demonstrated experience with ITSM tool sets
  • Demonstrated implementer of process control & governance
  • Demonstrated engagement with Exec Management
  • ITIL Certification
  • Strong customer focus
  • Excellent verbal and written communication skills
  • Strong analytical skills
  • Strong working knowledge of ITSM concepts including ITIL
  • Ability to co-ordinate and multi-task effectively
  • Strong presentation skills
  • Flexibility within the role
  
Desirable
The following Competencies and Experience would be an advantage in this role;             
  • Demonstrated ability to manage and implement change
  • Proven experience in developing and delivering effective presentations
  • Demonstrated ability to train and mentor staff
  • Working knowledge of TQM and operations management concepts
  • Strong negotiation skills