ICT Service Desk Team Leader In Australia

Job Description

Company Overview : We are a leading IT services company committed to providing exceptional support and solutions to our clients. With a focus on innovation and customer satisfaction, we strive to exceed expectations in every aspect of our operations. Job Description : Position : ICT Service Desk Team Leader Location: Cairns Job Summary : As an ICT Service Desk Team Leader, you will play a critical role in ensuring the smooth operation of our service desk while also helping in driving sales revenue. You will be responsible for overseeing a team of service desk technicians, optimizing processes, and fostering a customer-centric culture. Additionally, you will actively engage in inside sales activities to identify opportunities for business growth. Key Responsibilities : Service Desk Supervision : • Supervise a team of service desk technicians, providing guidance, support, and performance feedback across Australia. • Ensure timely resolution of technical issues and adherece to service level agreements (SLAs). • Daily and weekly stand-up meetings with team members and stakeholders • Implement and maintain service desk processes and procedures to enhance efficiency and customer satisfaction. • Monitor service desk metrics and KPIs, identifying areas for improvement and implementing corrective actions as needed. • Act as an escalation point for complex technical issues and customer concerns. • Monitor and control the optimal usage of all resources for the best outcome for the business. Sales and Business Development : • Collaborate with the sales team to identify potential opportunities for upselling services and solutions to existing clients. • Proactively engage with clients to understand their evolving needs and recommend appropriate IT services. • Develop and maintain relationships with key clients to drive repeat business and referrals. • Focus on value added sales target for existing customers. • Participate in pre-sales presentations, proposals, and negotiations to secure new business opportunities. • Attend to customer retention negotiations and provide the best outcome for business growth. • Track sales activities and maintain accurate records of client interactions and opportunities. • Your will be responsible for conduct one-on-one interviews with potential candidates to assess their technical skills, experience, and cultural fit. • Collaborate with HR to streamline the recruitment process and ensure a positive candidate experience. • Participate in the selection and onboarding of new service desk team members, providing training and support as needed. • Identify staffing needs and contribute to workforce planning initiatives to maintain optimal team size and composition. Qualifications: • Bachelor's degree in information technology, computer science, business administration, or a related field (preferred). • Proven experience in IT service desk management, with a strong understanding of ITIL principles and best practices. • Demonstrated success in sales and business development within the IT services industry. • Excellent communication, negotiation, and interpersonal skills. • Strong leadership abilities with a focus on team building and development. • Ability to multitask, prioritize tasks, customer retention, and thrive in a fast-paced environment. • Proficiency in CRM software and other relevant sales and service desk tools. • IT Skills of Microsoft Power platforms, Network Technologies, Cloud, Voice, Security, etc. • Minimum 3-4 experience in a similar role in the ICT industry Benefits : • Competitive salary and performance-based incentives and commission. • Work in a beautiful part of Australia, enjoying the lifestyle. • Opportunities for professional development and advancement. • Dynamic and collaborative work environment. If you are a motivated and results-oriented professional with a passion for IT service delivery and sales, we invite you to join our team and make a difference in the success of our clients and our company. Apply now to take the next step in your career! Show more Show less