What are the responsibilities and job description for the Group Manager Customer Support and Service position at Glen-Gery?
Reporting to the Chief Information Officer, you will be responsible for leading the global Service Desk team across Australia, New Zealand and North America in their day-to-day operations and leading to implement and optimize automation and self-service solutions that enhance the efficiency, accessibility, and overall effectiveness of IT support services for all Brickworks employees.
The Group Manager Customer Support and Service will be responsible for how we leverage technology to streamline support processes.
Key Responsibilities:
- Manage and mentor a dispersed team of helpdesk technicians, ensuring high performance, productivity, and customer service.
- Create a 'follow the sun' support model leveraging time zone differences.
- Promote continuous improvement and knowledge sharing within the team.
- Set performance metrics, conduct evaluations, and develop training plans.
- Identify automation opportunities to improve efficiency, response times, and service quality.
- Implement and manage automated systems for ticket routing, escalations, and reporting.
- Evaluate and integrate AI-driven tools like chatbots to handle common requests.
- Collaborate with partners on custom or in-house automation solutions.
- Lead the design and enhancement of self-service portals, knowledge bases, and FAQs.
- Analyze usage data to identify trends and improve self-service resources.
- Gather feedback from users to ensure resources meet their needs.
- Assess and improve helpdesk workflows and processes.
- Standardize processes to ensure consistency and reliability in service delivery.
- Align helpdesk operations with industry best practices and strategic goals.
- Use analytics tools to track KPIs such as resolution times, customer satisfaction, and adoption rates.
- Generate reports to communicate progress, challenges, and recommendations to management.
- Work with IT teams, project managers, and other departments to integrate automation and self-service into broader IT initiatives.
- Translate technical concepts into actionable insights for non-technical stakeholders.
Success Requirements
- Bachelor’s degree in IT, Computer Science, or related field. Relevant certifications (e.g., ITIL, HDI, Microsoft Certified Professional) are a plus.
- Minimum of 5 years in helpdesk or technical support, with at least 2 years in a leadership role. Experience managing automation solutions and optimizing self-service channels is highly desirable.
- Proactive, forward-thinking, and eager to innovate.
- Adaptable to changing technologies and requirements.
- Highly organized with strong attention to detail.
- Passionate about enhancing the end-user experience through technology.
- Strong knowledge of helpdesk ticketing systems (e.g., ServiceNow).
- Familiar with scripting languages and automation platforms (e.g., PowerShell, Python, Microsoft Power Automate).
- Understanding of IT service management frameworks (ITIL) and best practices.
- Excellent communication, problem-solving, and interpersonal skills.
- Skilled in training and mentoring team members.
- Data-driven with experience using reporting tools to measure and analyze performance.
