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Shopping editor • sydney, australia
Senior Service Desk Manager
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SingtelSydney, AustraliaAt Optus, we don’t sit back and let the future happen to us - we’re out there making it. By expanding into new technology and relentlessly improving every day, we’re creating a better tomorrow for all Australians.
We believe in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers.
The Senior Service Desk Manager is a pivotal leadership role in Customer Service, dedicated to delivering an exceptional assurance experience to both Australian and International service providers for a portfolio of Carrier Grade telecommunication products. This role demands a high level of technical expertise, service management, and people management skills, all honed through extensive experience in telecommunications (or service desk) operations and management.
The day to day
- Provide an excellent client experience – industry leading.
- Achieve global standard targets via robust strategy & technology available in the current industry.
- Manage escalations on behalf of customers during and outside of business hours.
- Support a wide range of carrier-grade products.
- Lead operational projects and continuous improvement initiatives to drive operational excellence for services delivered to the customer.
- Deliver ongoing improvements in key operational metrics for the customers including repeat incidents, financial penalties, and mean time to restore.
- Effectively manage risks and issues for the customer’s services.
- Establish and maintain strong customer engagement and relationships with key internal collaborators and clients.
- Provide strong leadership including mentoring and coaching to staff and key stakeholders within the matrix organisation supporting the customer.
Why you are our next Senior Service Desk Manager
What’s in it for you?
Keen to see what it’s really like to work at Optus? Search #OptusLife on LinkedIn to go behind the scenes!