Datacom

Area Manager

Datacom

full-time

Posted on:

Location Type: Hybrid

Location: Gosford • Australia

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About the role

  • lead a team of end user service engineers within the IT Outsourcing group
  • address all EUS related issues and escalations for all stakeholders
  • ensure effective communication back to the relevant stakeholders
  • 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 appropriately
  • 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
  • track and record expenses for EUS team staff members

Requirements

  • demonstrated working technical knowledge of supporting desktops/laptops in a corporate environment
  • excellent understanding of ITIL principles
  • experience with hardware and peripherals (laptops, notebooks, workstations, desktop PCs, printers, media and audio-visual equipment, BYOD and mobility)
  • knowledge of Active Directory, Microsoft Exchange, SCCM, End-Point Imaging, and experience in SOE creation and maintenance
  • knowledge of desktop and software applications (operating systems from Windows 7 through 10, Microsoft Office 2007 through 365, antivirus software and systems)
  • excellent verbal and written communication skills
  • ability to articulate technical information to the target audience
  • strong professional customer service skills
  • ability to work autonomously with excellent time management
Benefits
  • social events
  • chill-out spaces
  • gaming zone
  • remote working
  • flexi-hours
  • professional development courses
  • health insurance
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
desktop supportlaptop supporthardware supportActive DirectoryMicrosoft ExchangeSCCMEnd-Point ImagingSOE creationWindows 7Windows 10
Soft Skills
leadershipcommunicationcustomer servicetime managementmentoringcoachingproblem managementteam managementautonomystakeholder engagement
Certifications
ITIL certification