IT Service Manager

Status:

Full Time Employee

Relevant work Experience:

5+ years

Company and Job Overview:

TJ Microsystems is an outstanding Cairns-based managed services provider that specialises in support for small to medium sized businesses. TJ Microsystems uses the most cutting edge tools and support technologies available to bring these customers corporate level IT and maximise efficiency and customer service. For our employees, this translates to excellent learning opportunities and exposure to the best methods for computer support in the industry.

We provide a fun office environment, amazing growth opportunities and outstanding rewards. Our vision is to be the largest and most trusted Managed Service Provider in Cairns by offering maximum network uptime, excellent customer service and comprehensive, standards-based computer solutions. We do this by employing only the best and the brightest.

This career opportunity requires strong PC/server skills, networking knowledge and excellent customer relationship skills. The Network Administrator has ownership of customer problems or incidents until the situation has been resolved to the customer’s satisfaction and or in compliance with agreed upon Service Level Agreements.

We combine our small, family-oriented, fun-loving atmosphere with a corporate IT philosophy to create a unique fusion you won’t find elsewhere.

Essential Duties and Responsibilities Include:

  • ​​​​​Manage the service desk team’s daily activities
  • ​​​​​Function as the customer’s single point-of-contact for problem identification and resolution for issues that have been escalated by the team
  • ​​​​​Manage the dispatch process of service requests to ensure full utilization of technical resources
  • ​​​​​Improve usage of IT Support resources and increase productivity of the team
  • ​​​​​Communicate with all parties in a constructive manner to guarantee customer expectations are met
  • ​​​​​Maintain awareness of all outstanding customer pre- and post-delivery issues and provide status to clients as necessary
  • ​​​​​Perform customer follow-up to verify final resolution and determine satisfaction level
  • ​​​​​Interface with appropriate technical personnel for customer problems that cannot be resolved effectively
  • ​​​​​Provide accurate reports and metrics to company management on the status and budget of on-going projects and agreements
  • ​​​​​Understand overall service desk objectives, as well as the role and function of each team member
  • ​​​​​Manage the development of the team by ensuring that daily tasks and activities are in line with their career interests
  • ​​​​​Assist the service desk team in design and development tasks
  • ​​​​​Contribute to the continuity of computer services by providing the necessary technical leadership
  • ​​​​​Drive problem investigations and resolution as required
  • ​​​​​Ensuring that risks are identified, communicated, and mitigated and that services and projects are delivered successfully through to production
  • ​​​​​Design and maintain process documentation for the service desk team
  • ​​​​​Manage the process of implementing change efficiently and effectively
  • ​​​​​Manage the remote monitoring and management system to ensure consistency and accurate reporting of customer devices
  • ​​​​​Respond to phone calls in a timely manner during working hours and when on-call
  • ​​​​​Maintain all customer and company Information Technology standards
  • ​​​​​Able to work after hours, weekends and on-call as needed
  • ​​​​​Other duties may be assigned to meet business needs

Specialised Knowledge and Skills:

  • ​​​​​Customer Service Skills – Experience in customer-oriented telephone, email and chat
  • ​​​​​Problem Solving Skills – Able to gather information, evaluate options and offer good solutions
  • ​​​​​High degree of knowledge with computer hardware, software and networking
  • ​​​​​Ability to respond quickly, competently and patiently to customer requests
  • ​​​​​Knowledge and experience in cross-functional management methods and techniques
  • ​​​​​Knowledge of IT applications, processes, software, and equipment
  • ​​​​​Skill in strategic planning with an ability to think ahead and plan over a 6-12 month time span
  • ​​​​​Skill in planning and preparing written communications
  • ​​​​​Skill in leading people and getting results with a strong customer orientation
  • ​​​​​Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
  • ​​​​​Ability to multi-task and adapt to changes quickly
  • ​​​​​Ability to work in a team and communicate effectively
  • ​​​​​Service awareness of all organization’s key IT services for which support is being provided
  • ​​​​​Understanding of support tools, techniques, and how technology is used to provide IT services
  • ​​​​​Typing skills to ensure quick and accurate entry of service request details
  • ​​​​​Self-motivated with the ability to work in a fast moving environment
  • ​​​​​Ability to work with little supervision

Qualifications/Requirements:

  • ​​​​​A+/Network+, Microsoft certification and/or Associates Degree preferred
  • ​​​​​Must be proficient with all mainstream Microsoft products
  • ​​​​​Must have valid driver’s license

We hire only the best and the brightest, if you consider yourself one of them, please forward resume and salary requirements to positions@tjmicro.com.au. No phone calls please.