- Join a successful and growing business solutions company
- Fantastic employee benefits and work culture
- Sydney CBD Office Location
Fusion5 is now seeking an experienced and dedicated Service Desk Manager to oversee our L1-L3 team of Service Desk Analysts and Specialists located across Sydney.
Reporting into the Practice Manager - Managed Services, the selected candidate will be responsible for ensuring exceptional service delivery to our customers located across Australia and New Zealand.
You will:
- Lead and manage the Service Desk team across Australia and New Zealand
- Managing the flow of tickets through the team, ensuring all tickets are managed in accordance with ticket allocation, scheduling, and Service Desk best practices
- Collaborate with managed services stakeholders on key initiatives
- Work collaboratively with Account Managers, Service Delivery Managers and Customer Success Managers to ensure effective service delivery
- Develop and enforce service desk policies and best practices
- Manage the creation and update of standard operating procedures.
About You & What You'll Bring
We are excited at the opportunity to welcome you into our team and our business. The ideal candidate will have a mixture of technical and leadership experience within a service desk environment.
Key capabilities that will help you succeed in the role:
- Ability to clearly communicate with both technical and non-technical stakeholders
- Ability to provide leadership and guidance to other team members
- Strong customer focus with a capacity to implement innovative service improvements
- Thorough understanding of service management/ticketing tools
- A resourceful, innovative, and proactive approach to problem solving
- Proficient in analysing data to drive decision-making and improve service desk performance
- Experience within an MSP and solid level of technical proficiency (Microsoft 365, Azure, Networking, cloud technologies)
- Comprehensive understanding of ITIL frameworks
- A bachelor's degree in IT or a related field
- Relevant certifications such as ITIL, CompTIA A+, or Microsoft Certified.
About Fusion5
Fusion5 is proud to be a diverse, inclusive, and forward-thinking employer. We understand it’s essential to provide a workplace where our people are engaged, challenged, successful and happy, and we’ve created just that! Along with an extensive range of benefits and core values to be proud of, we’ll ensure you have every opportunity to make your potential, reality.
Fusion5 provides business solutions that add real commercial value to our customers. Our focus is on making potential reality for our customers, and our people. When it comes to technology, there is no such thing as 'one size fits all'. We ensure our customers are offered a choice when it comes to their technology solutions.
What’s on offer:
- Competitive salary package
- A focus on Employee Development, with regular sessions aimed at career progression
- Opportunities for training and professional development
- Annual company bonus scheme
- Hybrid working arrangements (ability to WFH 2 days per week)
- Additional perks including birthday leave, discounted gym memberships, volunteer day, annual flu jabs, and more
- Regular social events and team activities to foster a vibrant work culture.