Lead a team to deliver high-quality front line customer service and provide a single point of contact for all incidents, service and change requests.
Currently seeking an experienced ICT Senior Manager to lead a team to deliver high-quality front line customer service and support across the Department to provide a single point of contact for all incidents, service and change requests.
My client is a well-known Government Department, based in Parramatta.
This role is a 5 month contract initially.
Lead a team delivering front line customer service and support for Tier I (phone) and Tier II (physical) incidents and requests across two Departments.
Lead the establishment and operationalisation of relevant ITSM processes and ensure currency of the knowledge base
Review, analyse and provide feedback and expert advice to other parts of DIO and systems owners of Tier III (vendor) escalated cases and provide support for service transition, implementation.
Oversee the management of the system for logging, monitoring and resolving ICT incidents to provide for continuous performance improvement
Responsible for the overall quality of field support services provided.
Work with the Director Transformation to deliver actions from the ICT review relating to this function.
Responsible for continuous improvement processes including the quality of support delivered to users through the ongoing review of services provided and the skill level of operators in meeting these needs
Extensive experience delivering high quality ICT front line customer service and support
Substantial ICT knowledge and expertise including extensive knowledge of service desk and field services operations.