**Why work for Brennan?**
At Brennan, we aim to lead, not follow. One of the ways we do this is through an open diverse culture that values performance, where anyone in the team can bring new ideas to the table and see them thrive. Our people are empowered, unique, considerate, supportive, trusting and accepting being the cornerstone of the business. Because of this approach, we have now become the largest Australian owned systems integrator in Australia.
**Brennan offers an excellent remuneration package and benefits including**:
- A strong culture underpinned by values that are truly lived every day.
- An environment that embraces learning and development of all employees.
- Flexibility to work in the way that brings out the best in you.
- The ability to do what you love, in an environment that supports you.
- A focus on health and well-being.
**The Role**:
This position as a Service Desk Manager is to lead our 24/7 service team in Sri Lanka. In this role, you will ensure high-quality service for our customers and oversee day-to-day operations. You will be the main point of contact for local team leads and will collaborate closely with leadership teams in Australia and India.
This is a key leadership position where you will help improve our services to meet customer needs. We are seeking a dynamic, self-motivated individual who can manage a team directly and also work collaboratively across the organization. You should be a strong people leader, dedicated to coaching and supporting your team's development.
The role requires good technical knowledge and a strong background in customer service. You'll focus on improving operational efficiency, planning capacity, automating processes, and enhancing overall service quality.
**Key Responsibilities**:
- Act as a People Leader, an ambassador and a Subject Matter Expert (SME) for Sri Lanka Service Desk operations
- Point of escalation for the Sri Lanka Service Desk team for service delivery issues.
- Confidently raise concerns/ issue / improvements/ updates back to the broader Service Desk leadership
- Drive efficiencies within the environment to improve customer satisfaction and increased cost optimisation.
- Manage, direct, develop, and motivate direct reports to ensure high levels of employee engagement and enablement.
- Meet Client expectations including agreed Service Levels and Key Performance Indicators (KPI)
- Plan and implement a resource model which maximise utilisation while delivering against KPIs like Net Promotor Score (NPS), Grade of Service (GOS) and ticket resolution Service Level Agreement (RSLA) targets
- Forecast required resource capacity against inbound transaction volumes across the 24 x 7 period
- Actively engage with the wider Service Desk functions including Onboarding & Training, Quality Assurance, Knowledge Management, Service Improvement and Customer Onboarding to improve the maturity of the Service Desk,
- Maintain and drive employee performance as well as encouraging personal development and social engagement across the team
- Foster a high-performance culture which encourages innovation and improvement
- Facilitate shift-left of workload from 2nd and 3rd level resolver groups to the Service Desk to reduce the cost of ownership and improve customer outcomes.
- Work collaboratively with key business contacts to on-board new clients and services
- Provide regular reports on Service Desk deliverables to track and maintain performance
- Identify and deliver improvement initiatives and projects aligned to the wider Service Desk Business Plan and company-wide objectives
- When required, escalate and take ownership of issues affecting our clients until resolution, such as Service Improvement plans, escalations and Major Incidents.
**Qualifications and Education**:
- Information Technology or Computer Science Degree (or equivalent qualification)
- Demonstratable IT Service Management understanding or certification (ITIL, at Foundation level or above)
- Experienced in using ServiceNow, or another similar Service Management tool
- Experienced in using NICE CXone, or another similar Contact Centre Telephony tool
**Work Experience and Technical Requirements**:
- Strong industry familiarity and experience in leading a Service Desk team, preferably in an outsourced environment.
- 2+ years' people leadership experience, including but not limited to capacity planning, recruitment, onboarding, training, coaching & mentoring and performance management.
- 5+ years' work experience in operational ICT managed services, preferably including an outsourced environment
- Able to delegate effectively with an ability to train, coach and mentor staff
- Strong decision-making capability and possessing good conflict resolution skills
- An attention to detail, with strong analytical skills and the ability to extract useful intelligence and insights from data and deliver effective management reporting
- Strong Problem Management and Root Cause Ana