Service Desk Manager, KMT Group Pty Ltd. Port Melbourne, Melbourne VIC. Management & Support (Call Centre & Customer Service). Full time.

Are you a dynamic leader with a passion for mentoring and developing talent, and do you have an interest in technology? Do you thrive in a fast-paced environment where client satisfaction and team performance are paramount? KMT is seeking an experienced and motivated service desk manager to lead our dedicated team of service desk techs and drive exceptional results for our diverse portfolio of clients. Reporting to our COO, this role supports our largest team (40+ direct & indirect reports), has significant influence on what service excellence looks like, and is critical to our continued success and growth. A role not for the faint-hearted; only game changers need to apply!

About Us: KMT is a leader in providing innovative technology solutions, committed to delivering outstanding service and fostering a collaborative and growth-oriented workplace. Our core values are at the centre of everything we do. We get curious about our team members, we challenge each other, and we are steadfast in our commitment to being a high-performance team where your career will quite literally take off!

KMT is "changing the game" in the managed services sector by being the human face of tech. We are excited to welcome our next service desk manager to join our "United" and "Accountable" teams.

Key Responsibilities: Team Development and Leadership: Lead and manage a diverse team of service desk officers with and through your team leaders, from fresh graduates to seasoned professionals. Inspire and mentor team members, fostering their broad skill development and career growth. 

Performance Optimization: Maintain and enhance team performance in line with key performance indicators (KPIs), revenue targets, and compliance with internal controls and procedures. Regularly analyse and report performance and client satisfaction metrics to the leadership team. Make consistent and informed decisions based on these metrics!

Goal Achievement: Collaborate with the leadership team to set and achieve yearly goals, driving the team towards exceeding expectations.

Team Engagement & Satisfaction: Drive team and client engagement satisfaction through continual feedback sessions and coaching, promoting game-changing outcomes. 

Values and Behaviors: Be a champion of KMT’s values and expected behaviours, setting a great example for the team.

Client Deliverables: Ensure that individual and team client deliverables are met on time with maximum productivity. Interact with clients face-to-face, over the phone, and via our portal to ensure satisfaction and address any concerns promptly.

What We Offer: A collaborative and supportive work environment. Opportunities for professional development and career advancement. Flexible working opportunities. A seat at the table to make real, impactful change in a growing company. Competitive salary and benefits package.

Qualifications: Proven experience in managing a service or leading large teams. Strong leadership and mentoring skills. Excellent analytical and reporting abilities. Ability to manage and improve processes. Commitment to delivering high levels of client satisfaction. Excellent communication and interpersonal skills. If you are a proactive leader with a passion for technology and a drive for excellence, we want to hear from you! Join KM Tech and be part of a team that values its people first and innovation and growth second.

Apply Now: Submit your resume and a cover letter detailing your relevant experience and why you are the ideal candidate for this role. We look forward to welcoming you to our team. Please call Xavier Miller from NextGen HR, our HR & Recruitment partner for further information or a confidential discussion.

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