Practice Manager - Service Desk

Fujitsu

Wellington
Permanent
Full-time

1 month ago

About the job Practice Manager - Service DeskWe use technology to make happier lives. We are a global leader in technology and business solutions that transform organisations and the world around us. We have a long heritage of bringing innovation and expertise, continuously working to contribute to the growth of society and our customers.Come and play a key role in the performance of our people and delivery of our digital workplace services. As a world leader in digital transformation, we have a long history of delivering technology-based value to our customers, helping them to thrive in the most difficult of times. We are among a limited number of global-scale systems integrators with the essential scale and depth of customer references for any Work Life Shift transformation.We are looking for multiple people leaders join our digital workplace services as practice managers across NZ or Australia. These roles play visible mentors and leaders to our teams consisting of approx. 20-30 individuals. The teams are made up of service desk analysts, desktop engineers and technical onsite resources providing key digital workplace services to a range of clients. We have a current opening in Wellington and Melbourne!Furthermore, these roles consists of a broad range of tasks:

Responsible for actively managing the performance of the team and SLAs to deliver to our clients.
Support teams to keep up to date with technical training to ensure we have the technical capability to deliver world class services to our customers.
Provide input into the innovation and evolution of services as a subject matter expert (SME) for the practice domain.
Collaborate with portfolio, architecture and the CoE teams as a subject matter expert for innovation and evolution of services within the assigned domain.
Prepare regular reports and presentations for senior management, highlighting key agreed metrics, challenges, and recommendations.
Support teams to increase the number of certifications within the squads to develop the technical capability to deliver world class services to our customers.
Support the HR department and recruitment team in developing effective strategies for attracting and selecting top talent for the practice.

Reporting into our Senior Practice Manager, the roles forms part of the leadership team alongside approx. 10-11 other Practice managers across NZ and Australia.About you

Demonstrated leadership and people management skills, with the ability to motivate, coach, and develop a high-performing team.
Ability to ensure customer aligned delivery in accordance to the customers purpose and sentiment.
Demonstrated experience acting as escalation lead when managing difficult or frustrated end users in a calm and professional manner preferably within the desktop or a technical environment.
Demonstrated ability to communicate the application of networking concepts, protocols, and troubleshooting techniques and explain technical concepts in simple terms to non-technical users.
Experience in the IT service management (ITSM) domain and familiarity with IT tools and systems is beneficial.

Why Fujitsu?We are an organisation with a strong set of values and a history of respecting fairness and equality, whilst promoting diversity, equity, and inclusion. We constantly push ourselves to do better and strive to bring together a diverse mix of perspectives and talents in an inclusive environment, where we encourage our people to bring their full selves to work. We call this Be Completely You.

We put people first. We believe in the power of diversity to drive innovation and our AWEI Gold Employer status and Rainbow Tick certification for LGBTI+ inclusion show that we value an inclusive culture.
We offer tailored career paths across our global organisation to support your professional and personal growth.
Our customers trust us. We have an excellent reputation across the region and globally.
Best in class reward and recognition programs flexible work, volunteering leave and more.
We live our values of aspiration, trust and empathy, all day, every day.

As an inclusive employer, Fujitsu aims to recruit a diverse range of talents to help us achieve our purpose. In line with our diversity, equity and inclusion strategy, we welcome applications from women and gender diverse people; Aboriginal and Torres Strait Islander people; Māori and Pacific people; LGBTI+ people; people with a disability; culturally and linguistically diverse people; and veterans and emergency responders.If you dont tick every box in this job description, please dont rule yourself out. Research suggests that women and other people in underrepresented groups tend to only apply if they meet every requirement. We focus on hiring people who value inclusion, collaboration, adaptability, courage, and integrity, rather than ticking boxes so if this resonates with you, then please apply.

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