Service Desk Team Leader

2 weeks ago

Brisbane, Queensland, Australia HUMANISED GROUP Full time

About the business:


Technology business that is NOT an MSP or Consultancy which operates nationally, have a unique and business-critical service offering which they provide.

They have grown YoY (before and over COVID) and treat their staff as individuals over numbers. They are based within 5kms outside the CBD. This business is a NFP organization and are looking for a Team Leader for their Support team.

About the position:


You will be looking after a support team nationally where you will be managing ticket queues, reporting, and attending meetings to act as an ambassador of the team.

On a day-to-day basis you will be responsible for;

  • Review current events, incidents, change, problem policies and procedures, recreate policies and processes for best fit and improved service to the business.
  • Complete a deep dive on the current environment and staffing and report back to the business of staffing gaps and inefficiencies.
  • Design and deliver support structures to ensure that SLA's imposed by the business are being met by the teams.
  • Manage business and projects risks through a highly planned and integrated approach to the design, development, and implementation of all systems and technology changes, based on the ITIL framework.
  • Define, implement, monitor and improve the ICT Change Management process, and its associated standards, tools, procedures and metrics.
  • Encourage and embed a culture based on teamwork, continuous improvement and accountability

About you:

  • Be located in Brisbane or are relocating from interstate
  • 2+ years' experience managing and mentoring technical support teams.
  • Experience designing and defining workflows, business processes, KPI based performance management frameworks.
  • Highly developed communication skills (both written and verbal) and comfortable presenting to senior management.
  • Deep knowledge of IT Service principles and frameworks including ITIL, process tools and best practice methods.
  • Australian Citizenship

Some interesting points

  • Allowances paid in addition.
  • Bonuses
  • Salary Sacrifice options
  • Recession proof business
  • Abovemark superannuation contribution
  • Abovemark paternity & maternity contributions
  • Strong focus on career advancement
  • Work on specific and groundbreaking projects
  • Close to public transport & onsite free car parking

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