Service Desk Lead/service Operations

3 weeks ago

Sydney, Australia Balance Recruitment Full time

This government agency is located in the centre of metropolitan Sydney. They are looking for an IS Service Desk Lead to manage a team of 3 staff.
- Start ASAP in a contract till end June 2023
- Generous daily rate
- Office based role

This contract role will see you manage a team of 3 technical specialists responsible for the operational maintenance of the organisations ICT environment.

**The role will see you**:

- Manage the roster of the Service Desk, allocating tasks, overall workload scheduling
- Monitoring incident, changes, requests ensuring quality service
- Act as the escalation point for team members
- Conduct analysis and report on ICT support activities
- Facilitate knowledge management and continuous improvement
- Act as the point of escalation for the IS Service Desk, communicating with clients proactively and if required helping with escalated support queries
- Manage high-priority incidents, problems and represent the IS Service Desk in the CAB and ensure engagement and communications are sent out promptly
- Manage Service Desk Plus tickets, ensuring volumes, quality, response times, and internal KPIs are reasonable, maintaining an awareness of where issues stand and what is next
- Work with 3rd parties for hardware and software quotations, submit orders against POs raised for our Head Office environment and manage the payment of invoices and create purchase orders
- Manage IS Service Desk knowledge base, such as SOPs, processes, and training documents. This may include user training. Ensure that all processes used by the IS Service Desk are documented, regularly audited, and improved

**You will bring to the role**
- Excellent customer service skills
- Excellent communication skills to provide training assistance and guidance where necessary
- An ability to balance and plan the long and short-term actions of the team
- Ability to work well under pressure
- Time management skills
- Solid experience within the IT industry
- Team leadership experience
- Good understanding of Microsoft Server and Operating systems
- Understanding of ITSM terminology and processes
- Experience in coordinating tasks, setting priorities, meeting strict deadlines, and reporting back to the supervisor while in a mission-critical environment
- Experience with ICT rollout projects working with computer, telephony, and network service providers
- Proof of COVID vaccination
- Willingness to undergo a Police Check

This role is not WFH-suitable and will require one to be onsite

Balance Recruitment is committed to equal opportunity employment. We celebrate diversity and encourage people from all sections of the community to apply.

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