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Level 3 IT Systems Engineer
3 months ago
- Australia - VIC
- Melbourne - All locations
Someone dropped this off on Monday, June 19th
Company Overview: Milestone IT is partnering with a top Managed Service Provider (MSP), specializing in offering complete IT solutions and support to businesses of all sizes. With a focus on delivering exceptional service.
They are currently looking for a skilled and motivated Level 3 Service Desk Team Leader to join their dynamic team and lead their service desk operations.
Job Summary:
As a Level 3 Service Desk Team Leader, you will oversee the day-to-day operations of the service desk, ensuring prompt resolution of complex technical issues and providing outstanding customer service. Your role will include managing a team of service desk technicians, offering guidance, and promoting continuous improvement within the service desk.
You will have a key role in maintaining high service levels, streamlining processes, and nurturing a customer-focused culture.
Responsibilities:
- Lead and manage a team of service desk technicians, offering guidance, coaching, and mentorship to maintain a high-performing and motivated team.
- Act as the escalation point for Level 3 technical issues, troubleshooting and resolving complex incidents within established SLAs.
- Collaborate with various teams to resolve escalated incidents and ensure efficient resolution of customer issues.
- Develop and implement service desk policies, procedures, and best practices to improve service delivery and customer satisfaction.
- Track service desk metrics and performance indicators to identify areas for enhancement and implement necessary actions.
- Conduct regular performance evaluations, providing feedback and acknowledgment to team members to encourage professional growth.
- Stay updated on industry trends and emerging technologies, offering proactive recommendations for process improvements.
- Cultivate a customer-oriented culture within the team, ensuring exceptional customer service and satisfaction.
- Continuously improve service desk processes to streamline workflows and boost overall efficiency.
- Prepare and present reports on service desk performance, incident trends, and customer feedback to management.
Qualifications:
- Bachelor's degree in Computer Science, Information Systems, or a related field (or equivalent experience).
- Solid technical background and proficiency in supporting a wide array of IT systems and technologies.
- Strong knowledge of service desk operations, ITIL practices, and incident management processes.
- Excellent problem-solving and troubleshooting skills for handling complex technical issues.
- Effective leadership and team management skills, with experience in motivating and developing a team.
- Exceptional communication and interpersonal skills for interacting with technical and non-technical stakeholders.
- Customer-focused mindset and a dedication to delivering exceptional service.
- Competitive salary based on experience.
- Culture of success and growth
- Opportunity to lead and grow your team
Would you like to be part of a dedicated team of professionals leading a great service desk operation? Apply today by submitting your resume, cover letter, and relevant certifications. We are excited to review your application and explore possible collaboration. Please contact Abhi Naik today.
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