Service & Dispatch Manager

Award winning Cloud Technology Consulting firm in Sydney Australia is looking for a Service & Dispatch Manager to help manage our busy helpdesk. We have been operating in Sydney, Australia for 8 years and have a strong industry presence and are looking to work with someone with a strong understanding of current trends around cloud computing and small business. We also have a well-established Philippines-based team.

We are a technology-forward business and knowledge of cloud-based IT business systems (especially Google Apps for Work/G Suite) etc. is essential. We are seeking a full-time Service & Dispatch manager to work directly with our Support, Project and Sales teams managing tickets and customer communication.

You will be tasked to oversee technical support delivery across varied technologies (file storage, cloud email/communication systems and telephony). Your key responsibility will be the successful delivery of a high level of support and service to our customers. Day-to-day - that means managing 100's of tickets each week hitting our helpdesk and ensuring our support processes are efficient and our team are delivering at a high level.


Key responsibilities will Be:
- Primary dispatcher for helpdesk across 4 technical delivery units, as well as sales queue and finance queue.
- Management of SLAs and response times for service delivery
- Management of project delivery metrics and liaison with project delivery teams
- Handling escalations from clients (over the phone and via email) and resolving disagreements or service issues
- Responding to poor customer feedback ratings and improving processes as well as managing customer expectations
- Training of support staff excellence and skills analysis and improvement
- Service Management and working on initiatives to deliver excellent support to our customers


Tools you'll be using daily are:
- Zendesk (ticketing software)
- Harvest (time billing software)
- Spreadsheets (we use Google Sheets/Google Apps)


Prior experience required for this role (you will be asked to substantiate this):
- 3+ years in IT/technical support role in a dispatch/service management role (essential)
- Very strong customer service and interpersonal skills
- Strong operational/systems focus on efficiency and scale
- Strong team leadership skills.
- Strong ability to work autonomously and to be self-resourceful


It will be extremely advantageous for you to have an interest and experience in:
- Working in the cloud (i.e. working in the browser) and how that is changing business
- Small businesses (i.e. up 1-30 employees)
- Google Technology (Gmail, Google Docs, Google Drive etc.)


The current role will be full-time primarily during Australian business hours (however we allow flexible work) and we are looking to build a relationship with someone who can help our business succeed over a long term.


Applicants MUST be based in the Philippines. Cebu area preferred.
Applicants MUST submit PDF cover letter and resume to be considered for role.