Service Desk Manager (Code : Iaasdm)

Job Description

• About the Client

Insentra started out as four IT professionals in a Sydney garage.

Today, they're a global team of industry leaders and experts, united by a singular belief in a different way of doing business.

They believe that business works best when it's win-win.

They believe in building and nurturing strong relationships.

By transacting only through our partners, they've set up our business so that when you succeed, they succeed too.

They believe when our combined efforts are pushing in the same direction, they can get somewhere incredible.

Our Global Microsoft FastTrack Team is fast-paced, nimble, and stands for excellence.

You will be responsible for leadership, mentoring, and guidance for the Service Desk Team and day-to-day support (both internal and customer-facing)

The Service Desk Manager reports to the Director of Managed Services.

We are growing rapidly and this is a newly created role in our business.

Providing management and planning for all user and infrastructure issues / alerts to drive the M365 solution adoption

Promoting a strong client service focus, ensuring SLAs are met to clients and targets met to Microsoft

Calling out process improvement and proactively contributing to improvements in Service Delivery

Responsible for HR management of staff including

Reviewing all customer complaints, rectifying issues, and liaising with escalation teams.

Aligning activities and staff to objectives of the Microsoft Fastrack strategy.

Identify and own Continuous Service Improvement initiatives.

Contribute to the successful onboarding and transition of new customers / services.

Manage and keep updated client and process documentation in the Knowledge Management system.

Evaluate and assess service delivery performance metrics and carry out surveys on clients

Maintain Service Management Systems

3-5 years experience in Managed Services Technical Management

Well-developed leadership and interpersonal skills

Working knowledge of Microsoft 365 technologies including 2 or more of the following :

Experience with rapport building with internal and external stakeholders

An ability to market and promote the FastTrack Service Desk

Thorough knowledge of Service Desk operations, including ITIL best practices and industry trends

Understanding of statistical, analytical principles, processes, and reporting

Bachelor's degree in a related discipline or equivalent industry experience.

âœ' Great Place to Work-Certified Company

âœ' Premium HMO

âœ' Holistic employee experience

âœ' Work-from-home and hybrid work setup

âœ' Rewards and incentives

âœ' Monthly engagement activities

âœ' Career advancement opportunities

âœ' Paid referral program

Insentra started out as four IT professionals in a Sydney garage.

Today, they're a global team of industry leaders and experts, united by a singular belief in a different way of doing business.

They believe tha