Service Desk Manager / Customer Experience (SaaS)

AUSTRALIA | North Lakes, Qld

  • Full time position
  • Immediate start
  • Full product training provided

Due to continued growth in our product offerings globally, we are now seeking a leader in customer service to take our Service Desk team to the next level of industry-leading service delivery.

Whilst your business acumen will prove critical in delivering on targets and customer expectations, your tenacity for improvement and technological patience will set the standard for your team to aspire toward.

Titan Careers - Implementation Consultant
About the role:


  • Provide leadership in the review, planning and delivery of new systems and services.
  • Set and manage KPI’s and collective objectives, mentoring and coaching – and policing of individual performance against these objectives.
  • Support and develop the team – set and communicate the departmental vision, ensuring staff understand and work towards the common vision.
  • Create and foster a positive working environment, maintaining strong work ethics and service delivery as a primary focus of what drives individual and departmental success.

Analysis & Reporting

  • Monitor industry norms/innovations and benchmark against departmental performance to ensure the continued delivery of customer service standards remain world class.
  • Jointly develop expected metrics that align with company goals, report on compliance, and monitor/adjust service delivery plans accordingly.

Service Delivery

  • Proactively identify and implement process/service improvements to enhance the service delivery to end users; including consistency/accuracy of response, and resolution speed.
  • Build a scalable department that can grow through the development of process, systems (including software), and through measurement and monitoring.
  • Develop efficiencies to minimise costs of ongoing support requirements.
  • Provide management representation to Service Desk stakeholders, ensuring complaints or lack of service delivery issues are handled professionally and promptly.
About you:


  • Exceptional understanding, skills and delivery of customer relations.
  • Exceptional interpersonal communication skills, including empathy.
  • Excellent oral and written English communication skills, as well as strong listening skills.
  • The ability to lead and inspire those around you to align to the goals of the company, and to support management in effecting the processes set out to achieve those goals.
  • Energetic and enthusiastic, always striving to better the situation.
  • An intellectual curiosity, genuinely interested in finding solutions and improving experiences in the business for customers and staff alike.

Knowledge and Experience

  • A demonstrable ability to show how Continual Service Improvement process has been set and achieved within a Service Desk Environment previously.
  • ITIL Certification (preferred).
  • A demonstrated understanding of the importance of data governance within ITSM.
  • An understanding of the ITSM process and the capacity to identify, relate to, and implement those process steps that relate to our industry.
  • Experience leading a team of Service Desk professionals.
  • Experience in utilising and implementing Service Desk Systems (Jira Service Desk, Zendesk, Zoho, Spiceworks etc.)
What you can expect from us:
  • A competitive salary, based on your qualifications and experience.
  • Full training in our SaaS products, including 24/7 access to extensive online resources.
  • Ongoing educational opportunities for professional development.
  • Secure undercover parking (on-site).
  • A comfortable, professional and fun place to work.
  • An immediate start.
  • An opportunity to make a difference.
Take the next step:

If you have the drive and vision to take our service standards to a new level of excellence, then don’t be shy in coming forward. When attaching your CV and covering letter, be sure to provide examples of how your previous experiences would translate into this position, and why you think you are our next Titan Champion.

Note: Only successful applicants will be contacted for interview.

Apply Now