Jobs – Manager, Service Desk - Coolangatta, Australia - Airservices

Description

Job Description:

Lead the delivery of business-as-usual Service Desk Operations, identifying opportunities for improvement, then uplifting capabilities across people, process, and technology, in support of the organisational priority of providing excellent customer service.

Airservices Australia is a government-owned organisation responsible for the safe and efficient management of 11% of the world's airspace and provision of aviation rescue fire fighting services at Australia's busiest airports.

Our people are our greatest asset with a dynamic and diverse team operating from locations across the country – from bustling cities to regional and remote locations, including an island.

This team keep Australia's aviation industry safe every day of the year, both in the air and on the ground. We connect people with their world safely – linking family and friends, generating economic activity, creating jobs, and facilitating trade and tourism.

Job Responsibilities:

• Identifying opportunities to streamline, automate and simplify processes and practices to improve efficiency and effectiveness.
• Defining performance measures and metrics, customer satisfaction surveys, performing trend analysis, and reporting on key service desk performance and quality measures. Ensuring effective communication channels are in place for the service desk and communication is of a high standard, keeping customers and business stakeholders informed.
• Developing and communicating a mission and vision for the service desk aligned to organisational priorities and objectives.
• Developing and implementing improvement roadmaps to uplift capabilities to improve the customer experience with the service desk.
• Participating in high priority incident management during business hours, and after hours as required, acting as an escalation point for service desk related issues.

Job Requirements:

• Strong interpersonal and communication skills with the ability to develop effective relationships and influence key stakeholders at all levels in the organisation.
• Advanced stakeholder management skills with ability to manage customer escalations with poise.
• Advanced communication skills with the ability to translate technical information into simple and clear business language.
• Demonstrated analytical and problem-solving skills that ensure that underlying problems are identified, and robust action plans are enacted.
• Knowledge of contemporary service desk practices and emerging trends.

Qualification & Experience:

• Experience in writing executive level reports, briefing papers and memos, and developing business cases.
• Tertiary qualifications and/or significant experience leading a customer focused IT Service Management organisation within a large/complex organization
• Proven leadership and people management skills, with experience building effective high- performance cultures that improve service outcomes, develops, and retains staff.

Job Details:

Company: Airservices

Vacancy Type: Full Time

Job Location: Coolangatta, QLD, AU

Application Deadline: N/A

Apply Here

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