Project Manager - Helpdesk

Job Title: Project Manager - Helpdesk
Contract Type: Contract
Location: Melbourne C B D
Salary: 6 months initial contract
Start Date: 2019-07-08
Reference: JO-1907-531913
Contact Name: Aman Singh
Contact Email:
Job Published: July 08, 2019 18:41

Job Description

We are currently looking for a talented, professional "Service Center Support Project Manager with Enterprise Help Desk Experience'. The role is based in the Melbourne CBD for an initial 6 months period with potential extensions. Candidates with prior Telstra and Agile experience will be highly regarded.

Key responsibilities for the role:
  • Responsible for overall performance and management of the support team.
  • Manages staff, sets priorities, resolves conflicting direction and serves as subject matter expert for the helpdesk and overall interfaces with internal clients on all helpdesk issues.
  • Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews. 
  • Preparing and completing action plans; implementing production, productivity, quality, and customer-service standards
  • Resolving problems; identifying customer service trends; determining system improvements; implementing change.
  • Improve customer service quality results by studying, evaluating, and re-designing processes, establishing and communicating service metrics, monitoring and analyzing results, and implementing changes.

Required Skills:
  • Minimum experience for this position: Two or more years as manager or supervisor of an IT Call Center with more than 10 agents.
  • 5 years of Supervisory/Management skills- involving Customer Service skills, Incident Management, Service Desk, Knowledge Management
  • Salesforce experience
  • Experience with a ticketing solution (Service Management toolsets).
  • Master's degree (preferred) or a Bachelor's degree with a major in Engineering, Computer Science, Mathematics, or Information Technology.
  • Seven to nine years of experience leading complex projects in the subject area of expertise.
  • Certificate in PMI or any other Project Management methodology will be highly regarded
If the role sounds appealing, please apply now. Due to volume of applicants expected we will prioritise to contact shortlisted candidates first.