Business Analytics Senior Manager at Cigna driving data - driven decisions and leading a team of analytics professionals in healthcare solutions. Fostering a collaborative culture and influencing business outcomes through analytics.
About the role
- Service Desk Manager overseeing support professionals and ensuring customer satisfaction at First Focus, Australia's top Managed Service Provider.
Responsibilities
- Leading and mentoring a **pod of support professionals and support technicians**
- Ensuring the Service Desk consistently delivers **great customer outcomes**, not just fast ticket closures
- Keeping the Service Desk running smoothly across multiple client environments
- Monitoring ticket flow, service performance, and SLA delivery
- Helping technicians develop their troubleshooting, communication, and client skills
- Supporting incident, change, and escalation processes
- Working closely with engineering teams and the Head of Support
- Improving processes, removing friction, and generally making life easier for the team and the clients they support
- Building a team culture where people feel supported, trusted, and occasionally well fed during busy days
Requirements
- Experience leading a **customer facing IT support team in a Managed Services environment**
- A strong instinct for understanding **what clients actually need**, even when the ticket only tells half the story
- Familiarity with infrastructure technologies such as:
- Windows Server
- Microsoft 365
- Azure
- virtualisation platforms such as VMware or Hyper V
- networking fundamentals
- Strong experience with **ITIL style service management and ticketing systems**
- Excellent written and verbal communication skills
- Calm decision making under pressure
- The confidence to guide and shape a team of **support professionals and support technicians** so everyone can perform at their best
- Values that align with ours, especially **Be the Solution, Win Together, and Never Stop Growing**
Benefits
- Competitive salary package including up to **$145,000 + other benefits**.
- All employees have free access to **Uprise**, including 1:1 coaching sessions from qualified psychologists or counsellors.
- First Focus understands the importance of flexibility for a satisfying work life balance, which is why we offer **flexible working arrangements**.
- **“Never Stop Growing”** is deeply embedded in our DNA. We offer **10 paid training days per year**, pay for certifications, and provide pay rises when you achieve them (conditions apply).
- Staff are encouraged to take advantage of **weekly internal training sessions and our learning library**.
- Opportunities for personal and professional development through our **FastTrack mentoring program**.
- We have our very own **MAD (Making a Difference) Council**, focusing on equality, charity, and the environment.
- **Tesla company car option** as part of your employment package (conditions apply).
- Regular social events and a genuinely great team culture.
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