Job Title: ICT Supervisor- IT Services

Company Overview: We are a leading IT services company committed to providing exceptional support and solutions to our clients. With a focus on innovation and customer satisfaction, we strive to exceed expectations in every aspect of our operations.

Job Description:

Position: ICT Supervisor- IT Services

Location: Cairns

Job Summary: As an ICT Supervisor you will play a critical role in ensuring the smooth operation of our service desk while also help in driving sales revenue. You will be responsible for overseeing a team of service desk technicians, optimizing processes, and fostering a customer-centric culture. Additionally, you will actively engage in inside sales activities to identify opportunities for business growth .

Key Responsibilities:

Service Desk Supervision:

Supervise a team of service desk technicians, providing guidance, training, support, and performance feedback across Australia.

Ensure timely resolution of technical issues and adherence to service level agreements (SLAs).

Daily and weekly stand-up meetings with team members and stakeholders

Implement and maintain service desk processes and procedures to enhance efficiency and customer satisfaction.

Take fully responsibility ensuring all managed devices are up to date

Monitor service desk metrics and KPIs, identifying areas for improvement and implementing corrective actions as needed.

Act as an escalation point for complex technical issues and customer concerns.

Monitor and control the optimal usage of all resources for best outcome for the business.

Work extensively with SNMP, NetFlow, Syslog, and other network monitoring protocols.

Analyze network traffic, identify bottlenecks, and propose solutions.

Work with SIP, RTP, and VoIP technologies

Sales and Business Development:

Collaborate with the sales team to identify potential opportunities for up selling services and solutions to existing clients.

Proactively engage with clients to understand their evolving needs and recommend appropriate IT services.

Develop and maintain relationships with key clients to drive repeat business and referrals.

Focus on value added sales target for existing customers.

Participate in pre-sales presentations, proposals, and negotiations to secure new business opportunities.

Attend to customer retention negotiations and provide the best outcome for business growth.

Track sales activities and maintain accurate records of client interactions and opportunities.

Your will be responsible for conduct one-on-one interviews with potential candidates to assess their technical skills, experience, and cultural fit.

Collaborate with HR to streamline the recruitment process and ensure a positive candidate experience.

Participate in the selection and on boarding of new service desk team members, providing training and support as needed.

Identify staffing needs and contribute to workforce planning initiatives to maintain optimal team size and composition.

Attend to front office desk when required

Qualifications:

Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field (preferred).

Proven experience in IT service desk management, with a strong understanding of ITIL principles and best practices.

Demonstrated success in sales and business development within the IT services industry.

Excellent communication, negotiation, and interpersonal skills.

Strong leadership abilities with a focus on team building and development.

Ability to multitask, prioritize tasks, customer retention and thrive in a fast-paced environment.

Proficiency in CRM software and other relevant sales and service desk tools.

IT Skills of Microsoft Power platforms, Network Technologies, WIFI, Cloud, Voice, Security etc.

Minimum 3-4 experience in similar role in ICT industry

Benefits:

Competitive salary and performance-based incentives and commission.

Work in a beautiful part of of Australia enjoying the lifestyle.

Opportunities for professional development and advancement.

Dynamic and collaborative work environment.

If you are a motivated and results-oriented professional with a passion for IT service delivery and sales, we invite you to join our team and make a difference in the success of our clients and our company. Apply now to take the next step in your career!