Senior Service Desk Manager

At Optus, we don’t sit back and let the future happen to us - we’re out there making it. By expanding into new technology and relentlessly improving every day, we’re creating a better tomorrow for all Australians.

We believe in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers.

The Senior Service Desk Manager is a pivotal leadership role in Customer Service, dedicated to delivering an exceptional assurance experience to both Australian and International service providers for a portfolio of Carrier Grade telecommunication products. This role demands a high level of technical expertise, service management, and people management skills, all honed through extensive experience in telecommunications (or service desk) operations and management.

The day to day

• Provide an excellent client experience – industry leading.
• Achieve global standard targets via robust strategy & technology available in the current industry.
• Manage escalations on behalf of customers during and outside of business hours.
• Support a wide range of carrier-grade products.
• Lead operational projects and continuous improvement initiatives to drive operational excellence for services delivered to the customer.
• Deliver ongoing improvements in key operational metrics for the customers including repeat incidents, financial penalties, and mean time to restore.
• Effectively manage risks and issues for the customer’s services.
• Establish and maintain strong customer engagement and relationships with key internal collaborators and clients.
• Provide strong leadership including mentoring and coaching to staff and key stakeholders within the matrix organisation supporting the customer.

Why you are our next Senior Service Desk Manager

• Strong technical knowledge and highly developed communication and presentation skills.
• Be available 24 by 7 as required for customers and management for the resolution of major issues.
• Solid understanding of Service provider and Global telecommunication standards.
• Ability to manage a team of approximately 14 people with diverse skills & responsibilities.
• Solid ability to identify and lead key Service Improvement Programs, Problem Management initiatives, and engage in transformation programs to drive improvement to the service provided.
• Ability to collaborate with senior partners at CEO/CTO/CIO level including influencing and presenting.

What’s in it for you?

• 3 days in the office, 2 days remote – with flexible hours to suit!
• Inclusive paid parental leave, up to 14 weeks for the primary care giver
• All Optus people have access to resources, webinars and support via the ‘Parents at Work portal’
• Own your own growth by accessing an extensive online and facilitator led learning catalogue – even earn a MBA micro-credential via OptusU (University)
• Connect at work through one of our colleague-led volunteer groups: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans and Yarn Network
• Vibrant campus life, variety of facilities including restaurants, cafes, gymnasium, GP, and post office
• Two easy travel options to Sydney Campus: Optus bus from Sydney CBD (20min travel time) and Macquarie University Metro Station (every 6-8 minutes); morning and afternoon!

Keen to see what it’s really like to work at Optus? Search #OptusLife on LinkedIn to go behind the scenes!

At Optus, we are strengthened by others and that means valuing diversity and saying ‘yes’ to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email AccessibleRecruitment@optus.com.au along with your preferred method of contact and we will be in touch.

For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity.