This is a Area Manager role with Datacom based in Gosford, NSW, AU Datacom Role Seniority - mid level More about the Area Manager role at Datacom Description Our purpose Here at Datacom we connect people and technology in order to solve challenges, create opportunities and discover new possibilities for the communities we live in About The Role The Regional Lead for End User Support is responsible for leading a team of end user service engineers within the IT Outsourcing group to ensure best practice support methodology is practiced, technical experience leveraged, and customer outcomes are delivered driving high levels of customer satisfaction Please note, to be successful in this role, you must be an AU Citizen AND living in Newcastle or Gosford, NSW as we require the eligible candidate to obtain Baseline security clearance What You’ll Do As End User Support Regional Lead, you will be accountable for, but not limited to: This role will be the single point of contact for all EUS related issues and escalations for all stakeholders Ensure all escalations are addressed with effective communication back to the relevant stakeholder and associated parties emerging relevant technologies and the possible application of these technologies to the client base and Datacom. Assist in Problem Management when required delegating as appropriate. Support the Service Delivery community in Continual Service Improvement Initiatives Manage call management system queues to ensure tickets are assigned and Mentor and coach staff members on customer related issues Promote a positive culture within the team Ensure operational performance of the team delivers a high level of customer satisfaction. Demonstrate a strong managerial and leadership style. Ensure staff are clear on expectations and performance requirements. Ensure the Operations Manager (EUS) is aware of noncompliance issues and performance anomalies. Ensure all staffs adherence to the breached call reporting policy Track and record expenses for EUS team staff members Ensure staff enter timesheets in line with Datacom process What You’ll Bring To be successful in this role, you will have demonstrated working technical knowledge of the following: Experience supporting desktops/laptops in a corporate environment. Excellent understanding of ITIL principles Hardware and peripherals i.e. laptops, notebooks, workstations desktop PC's, printers, media and audio-visual equipment BYOD and mobility Active Directory, Microsoft Exchange, SCCM, End-Point Imaging, and experience in SOE creation and maintenance Desktop and software applications i.e. Operating Systems (Windows 7 through 10 and), Microsoft Office 2007 through 365, Antivirus software and systems Active Directory, Microsoft Exchange, SCCM, End-Point Imaging, and done SOE creation and maintenance. You will bring excellent verbal and written communication and have the ability to articulate technical information to the target audience. Your professional customer service will be second to none, and you will have the ability to work autonomously with excellent time management. Culture And Benefits Datacom is ones of ANZs largest suppliers of Information Technology professional services. As an ANZ company, we have managed to maintain a dynamic, agile, small business feel that is often diluted in larger organisations of our size. It's our people that give Datacom its unique culture and energy that you can feel from the moment you meet with us. At Datacom you'll be recognised and valued for your contributions. We're growing year on year and can provide stability, career opportunity and a collegial, agile, flat-structured environment that empowers people and promotes autonomy. We care about our people and provide a range of perks such as social events, chill-out spaces, a gaming zone, remote working, flexi-hours, professional development courses and health insurance to name a few. We operate at the leading edge of technology to help ANZ’s largest enterprise organisations explore possibilities and solve their greatest challenges, so you will never run out of interesting new challenges and opportunities. If you would like to know more and this sounds like you. Please apply online today! Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the Datacom team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities Leading a team of end user service engineers Managing escalations and communication Promoting a positive team culture Key Strengths ️ Technical knowledge of ITIL principles Customer service skills Experience with desktop and software applications Leadership skills Problem management experience ⏰ Time management skills A Final Note: This is a role with Datacom not with Hatch.
