Squad Leader - Service Desk

Fujitsu

Wellington
Permanent
Full-time

19 days ago

About the job Squad Leader - Service DeskWe are FujitsuWe use technology to make happier lives. We are a global leader in technology and business solutions that transform organisations and the world around us. We have a long heritage of bringing innovation and expertise, continuously working to contribute to the growth of society and our customers.About the roleWe are currently seeking a Squad Leader to join the team at Fujitsu based in Wellington. In this role you will be focused on leading a squad of ITSM resources; coordinating their efforts to deliver exceptional support to end users. You will play a crucial role in ensuring timely resolution of technical issues, optimising processes and procedures, identifying and delivering automation opportunities, and driving continuous improvement within an agile environment.Furthermore, this role will see you be responsible for:

Plan, coordinate, and prioritize squad activities to meet and exceed service level agreements (SLAs) to support business objectives.
Monitor and analyse external and internal performance metrics, including but not limited too call abandonment, ticket resolution time, customer satisfaction, and team capacity, to identify areas for improvement and drive performance optimisation.
Appoint Service Restoration Lead for HPI, P1/P2, or Mini Squad targeted resolution.
Act as a technical escalation point, offering guidance and expertise to the team when needed and provide possible directions to resolve/implement issues and bundle similar resolutions pragmatically.
Collaborate with other Squad Leaders, cross-functional teams and account stakeholders to align priorities, resolve dependencies, and drive organizational objectives.
Identify and implement process improvements, automation, and self-service capabilities to enhance the end user experience and increase productivity.
Lead and manage an Agile squad consisting of service desk analysts, technical support specialists, and other relevant team members or cross-functional services, fostering a collaborative and empowering environment.

These roles have no direct reports however you will be working closely with the Practice managers of the squads to provide feedback around capability and performance of the service offering.About you
To succeed in this roles you will have:

Experience working within service desk operations, incident management or end user support teams
Proven ability to apply Agile Framework and practices and how to apply it in a team structure
Can communicate ITIL good practices and their application to Fujitsu customers
Experience in the IT service management (ITSM) domain and familiarity with IT service desk tools and systems is preferrable
Excellent communication and interpersonal skills, with the ability to effectively collaborate with stakeholders at all levels of the organization.

Demonstrated experience in identifying and implementing an innovation or change within a customer environment as aligned to their purpose
Analytical mindset with a focus on data-driven decision-making

This is an exciting time for Fujitsu as we head into a new way of working within the service delivery team.Why Fujitsu?We are an organisation with a strong set of values and a history of respecting fairness and equality, whilst promoting diversity, equity and inclusion. We constantly push ourselves to do better and strive to bring together a diverse mix of perspectives and talents in an inclusive environment, where we encourage our people to bring their full selves to work.We call this Be Completely You.

We put people first. We believe in the power of diversity to drive innovation and our Work180 accreditation, AWEI Gold Employer status and Rainbow Tick certification for LGBTI+ inclusion show that we value an inclusive culture.
We offer tailored career paths across our global organisation to support your professional and personal growth.
Our customers trust us. We have an excellent reputation across the region and globally.
Best in class reward and recognition programs flexible work, volunteering leave and more.
We live our values of aspiration, trust and empathy, all day, every day.

As an inclusive employer, Fujitsu aims to recruit a diverse range of talents to help us achieve our purpose. In line with our diversity, equity and inclusion strategy, we welcome applications from women and gender diverse people; Aboriginal and Torres Strait Islander people; Māori and Pacific people; LGBTI+ people; people with a disability; culturally and linguistically diverse people; and veterans and emergency responders.If you dont tick every box in this job description, please dont rule yourself out. Research suggests that women and other people in underrepresented groups tend to only apply if they meet every requirement. We focus on hiring people who value inclusion, collaboration, adaptability, courage, and integrity, rather than ticking boxes so if this resonates with you, then please apply.

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