End User Support Regional Lead
Datacom, Australia
Job 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
As End User Regional Lead, you will be part of the End User Services Leadership team and be responsible leading a team of end user services engineers within the IT Outsourcing group across various customers within the ACT. Ensuring best practice support methodology is practiced, technical experience leveraged, and customer outcomes are delivered driving high levels of customer satisfaction. You will also manage the day-to-day customer related operations.
Please note that to be eligible for this role, you must be an AU Citizen with the ability to gain a AGSVA clearance.
What you’ll do
As End User Regional Lead, you will:
- Lead, manage and motivate a high-performance team
- Leverage the team over multiple customers
- Work with Datacom internal Accounts teams on Pipeline of projects
- Manage escalations and assign appropriate resources
- Ensure SLA’s are met for staff reporting to the role
- Meet with customers regularly to ensure delivery of services is meeting service excellence standards
- Develop performance metrics and managing those metrics
- Performance Management of staff members when required
- Work as part of the End User Leadership team to continually improve service to all customers
- Deliver high levels of customer satisfaction across assigned accounts
- Appropriate management and escalation of issues as they arise.
What you’ll bring
To be successful in this role, you will have demonstrated working technical knowledge of the following:
- Experience in Team Leading
- Passion for success and growth in a fast-paced environment
- Ability to liaise with and collaborate with internal and external stakeholders
- Demonstrated experience in delivering to and exceeding customer SLA targets
- Recording of EUC Team expenses
- 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, remote working, flexi-hours and professional development courses 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!