Helpdesk Operations Team Leader

Job and Company Description :
Our client is a leading Australasian technical services company. They are strongly committed to building sustainable relationships with clients and delivering excellent outcomes through their fuel systems, electronic security, technology solutions and site care businesses.

Ideal Candidate : They are currently ready to hire a Team Leader who appreciates that "customer experience" is everything and that their people are the cornerstone of their success. You will champion the customer experience and develop Team member's service delivery skills to a new level. You will be technology savvy, a great coach, mentor, and be tactful and diplomatic. Ideally, you will have experience with performance management procedures, recruitment and be capable of making tough decisions. Above all, we are looking for a passionate team leader who thrives on improving customer experience. This role will suit someone who wants a challenge, thrives in an environment where they can implement positive change, and someone who has a true passion for top quality results. You will accept nothing less than the best, and inspire staff to strive for excellence every shift. . To be able to competently perform the role you will have the following skills and experience: Minimum of 1 years experience in a similar Team Leader role. Possess the ability to communicate effectively with a wide range of clients. Have the ability to prioritise and organise work independently. An excellent attitude. Ability to remain agile and adapt to the changing needs of internal and external customers. Excellent verbal and written communication skills. Great time management & self motivation. Excellent planning skills and problem solving ability In this role, your responsibilities will include: Coaching and development of staff. Assisting in day to day operations such as scheduling, rostering and workflow management. Process improvement. Performance management. Staff training. Reporting. Recruitment. Call escalation. This is an opportunity to really make your mark as a leader. This is a full time permanent role based in Lower Hutt. The base salary for the position is $75,000.

PRIMARY OBJECTIVE: To oversee the daily operations of the Helpdesk environment and ensure timely, accurate and effective service and information is provided to support the internal requirements of ECL Group and those of our customers.

Directly manage the operational workflow performance, profitability and productivity of the Helpdesk through working closely with key staff to ensure efficiencies are realised and maximised and delivered to end users.


 Operational management of the Solution Helpdesk ensuring efficient business operations, optimal use of labour resources with effective productivity management, Customer billing is timely and accurate and all contractual requirements and KPI measurements are achieved

 Assist with HR requirements (i.e recruitment, development and motivation of personnel etc)

 Identification of potential market products and presentation of them to the Senior Management Team, across Technology, Fuels and Group as appropriate

 Assist with the development of pricing models, statement of works and tender response documents.

 Strategic management including the facilitation of a joint approach to problem solving and policy formulation, participating in and contributing to formal and informal discussions and meetings in a positive and innovative manner and active and co-operative involvement in senior management team meetings

 Health and Safety stewardship

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