Service Desk Manager

Company Description

Telelink Business Systems is a telecommunications and IT solutions provider based in Adelaide, South Australia. Established in 1985, we specialize in communications solutions like cloud telephony, SIP trunking, and AI-driven software for business communication. We also offer healthcare technologies including nurse call systems, fall detection, and welfare check solutions. Telelink is committed to delivering reliable and cost-effective solutions, backed by a team of experienced professionals dedicated to customer satisfaction.

Role Description

This is a full-time remote role for a Service Desk Manager. The Service Desk Manager will be responsible for overseeing technical support and service desk operations, managing the IT service management functions, and ensuring high levels of customer satisfaction. Daily tasks will include managing service desk staff, responding to help desk requests, maintaining service level agreements, and implementing service improvements.

Qualifications

• Service Desk Management and Service Desk skills
• Technical Support and Help Desk Support skills
• Experience in IT Service Management
• Excellent leadership and team management abilities
• Strong problem-solving and analytical skills
• Effective communication and interpersonal skills
• Ability to work independently and remotely
• Bachelor's degree in Information Technology, Computer Science, or related field is a plus
• Experience in the telecommunications or healthcare industry is a plus

telecommunications, networking, or voice engineering

• Familiarity with

  ticketing platforms

  such as Zendesk, ServiceNow, or Freshdesk.