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Portfolio Manager, End User Support

Sydney - Inner Suburbs & CBD, Brisbane - Inner Suburbs & CBD

Permanent Full Time

About the role

We’re looking for an experienced Portfolio Manager, End User Support to join the Infrastructure team based in either Brisbane or Sydney.  This role is accountable for managing all facets of End User Support, including Delivery Managers and partners who deliver first and second level technology support to Suncorp staff and partners.

Support services are delivered via two primary channels – Service Desk and Second Level Support managed through partners and onsite support provided via walk-in SmartBars and Group Executive support analysts. The role also has accountability for managing the relationship with all Service Providers including:

  • Service Desk
  • Managed Print Services
  • Managed Mobility Services
  • Desktop hardware fleet management and desktop field services
  • Asset disposal

Key responsibilities include;

  • Deliver an exceptional customer experience through a combination of internal and partner teams that are technically capable and demonstrate behaviours that drives a strong customer centric culture
  • Implement operational measures that provide insight into key customer satisfaction sentiment and develop appropriate action plans to drive continuous improvement and customer satisfaction in the environment
  • Deliver a transformational program of work to greatly reduce contacts to the Service Desk and support teams
  • Document and report on key operational metrics across all support groups and implement continuous improvement initiatives
  • Manage the entire desktop fleet of computers and peripherals and contribute to the strategic roadmap for the Company
  • Manage the end to end lifecycle of mobile devices and implement cost reduction activities
  • Influence external IT teams to deliver on End User Support contact reduction projects
  • Implement strategies that remove repetitive tasks through automation and self-service tools
  • Develop a team environment that fosters engaged team members and high performance in a diverse and distributed team
  • Proactively monitor, measure, manage and address performance issues with team members

The ideal candidate will have the following qualifications, capabilities & experience;

  • 5+ years IT industry experience in End User support role
  • 3+ years’ experience in leading a technical team
  • 5+ years’ experience in IT Operations, IT Service Management, Service Desk operations / first level service
  • Excellent knowledge/experience in the ITIL framework
  • Proven capability in contributing to the strategic direction of an organisation
  • Excellent skills in collaborating with peers and senior management
  • Experience in leading teams through periods of change
  • Proven experience in delivering End User Support transformational programs

What’s on offer?

  • Flexible working arrangements
  • Discounts on insurance, Banking, superannuation
  • Employer of choice for gender equality
  • Generous variety of leave options

If this sounds like we've just described you, then we'd love to hear from you.


Apply now

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Advertised: AUS Eastern Daylight Time
Applications close: AUS Eastern Daylight Time

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