Management (Information & Communication Technology)
Full time
As our IT Customer Support Manager, you'll lead a high performing team of Analysts who deliver 24/7 support to our team across the South Island. As a people leader, coaching your team will come naturally to you. You'll celebrate the wins, and won't be one to shy away from difficult conversations. We're proud of our team and we're looking for a leader who can add to our vibrant team culture. You'll also:
provide regular and insightful reporting on the performance of our support function and action any areas of improvement
drive continuous improvement across our key platforms and front-line support function and build baseline metrics to measure customer expectations and service levels
handle customer complaints and escalations and develop strong relationships with key stakeholders
write and send end user communications to do with changes, important messages and both planned and unplanned outages
develop our internal knowledge bases to lift diversion and first-time fix rates, and promote self-service resolution
manage the effectiveness of key platforms used by our service desk/customer support team and providing recommendations for improvement (including ServiceNow and Amazon Connect)
About you:
You'll be an experienced manager with a strong background in Customer Support and/or Service Desk Management. In addition to having led a similar sized team in a large and complex IT service environment, you'll also have:
ITIL v3 or v4 certifications and significant experience in ITIL practice with a solid understanding of Incident Management, Request Management, Knowledge Management
Strong problem-solving skills and with an eye for problem prevention
Good resilience and the ability to remain calm under pressure
Excellent interpersonal and team working capability.
Experience working with a Service Management Tool such as ServiceNow (preferred), Cherwell, Ivanti etc.
Don't Meet Every Requirement? We encourage you to apply anyway. We are looking for individuals with diverse experiences and are keen to hear from those who believe they have the drive and potential to succeed in this role.
How to apply:
Ready to take on the challenge? Apply now. We ask that you submit a cover letter with your application that shares your motivation and interest in joining the Foodies team. Applications will close Sunday 15 December 2024 and will only be accepted via our careers site. If you have any questions, please email us at ******.
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