
Information Technology Operations Support Manager
2 days ago
Company Description
ECA Global is a leading private higher education group founded in Australia, operating in regions including Sydney, Brisbane, Melbourne, Perth, and Parramatta. The company has expanded its reach to the UK, Europe, China, the Philippines, Brazil, Nepal, and India, enrolling around 15,000 students annually from around the world. ECA owns several higher education brands and continues to grow, providing quality education internationally.
Role Description
• Manage the Service Desk team ensuring efficient and consistent adherence to SLAs and team performance
• Consistently ensure customer service is paramount and agreed Service Levels are met in a timely and accurate manner
• Recruit, train, and support the ITS Team based in India (including ITS Systems/Support Officers, and other associated roles)
• Set and manage customer service standards and Service Levels (via appropriate Service Level Agreements
• Contribute to improving customer support by actively responding to queries and handling complaints
• Establish best practices through the entire technical support process
• Follow up with customers to identify areas of improvement
• Develop daily, weekly and monthly reports on help desk team's productivity
• Provide customer feedback to the appropriate internal teams, like product developers
Skill sets/experience we require:
• Minimum 3+ years' experience managing and building and managing IT teams
• Practical experience with IT Service Desk platforms, procedures & protocols (ITIL, etc.),
• Solid technical background with an ability to communicate to a non-technical audience and management
• Customer-service oriented with a problem-solving attitude
• Excellent written and verbal communications skills
• Proficiency and skill with regard to team management, and the ability to lead & coach a high performing team
Qualifications:
• Bachelor's degree in Computer Science, Information Technology or relevant field
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