IT Service Desk Team Leader

2 weeks ago

Brisbane, Queensland, Australia u&u Recruitment Partners Full time
Rare opportunity to join an enterprise environment as the IT Service Desk Team Leader.


This role, manages a team of IT client service officers who are responsible for our Incident Management and Service Request practices, providing excellent customer service, prompt and accurate client responses, proactively managing adherence to agreed service levels and when possible, exceeding client's expectations.


Working as part of a dynamic and collaborative team, this role is crucial in ensuring this large business has reliable digital services.


Your skills and responsibilities will include:
Lead the IT Service Desk team to ensure the professional, courteous and timely support to staff and facilitate the effective, efficient and timely delivery, or restoration, of digital, ICT services;
Plan, direct and control both the Service Desk and Hub operations; through the monitoring, tracking, reporting and improvement of support services and processes to ensure they meet business requirements and expectations;

Oversee resource planning and scheduling including after hours and emergency coverage, managing team performance and KPIs, adherence with service management processes i.e.

, incident, service requests, knowledge, change, problem and configuration management (CMDB);

Perform the day-to-day duties of ITSM Practice Manager for Service Desk, Incident Management and Service Request Management, reporting to Team Lead as Practice Owner.

Responsible for ensuring DTI adheres to standards and practices, managing at operational level daily, maintaining overall practice efficiency; and


Provide senior technical support, training and advice to the team including, but not limited to; networking, access management, end user devices and services, Microsoft 365 products.


Your skills and experiences will include:
Proven experiences as a Lead in a commercial IT Service Desk environment;
Demonstrated high level of motivation and aspire to exceed client expectations;
Proven prior experience in Service desk & desktop support, including an understanding of security issues, network services, cloud technologies, access administration, SOE / MOEs and Microsoft and Azure products;
Strong Digital leadership and management skills, including change management, fostering a culture of continuous improvement; and

High level knowledge of ITIL with detailed knowledge of Service Desk & Incident Management.

Please submit your resume in Word format only.

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