Service Desk Team Leader

4 weeks ago

Cremorne, Australia Reece Group Full time

Service Desk Team Leader
The Reece name is probably best known for plumbing. But we’re much more than that

As part of Reeetech, you’ll join a 250+ strong team that handles everything from Product Management and Engineering to Data and AI.

We’ve built a world-class product and design culture. Collaborative, non-hierarchal, diverse, and humble. We work with leading technologies and frameworks. And we’re constantly exploring new tools and methodologies that can get us closer to our vision. Operating out of our new Head Office in Cremorne (Melbourne), Reecetech offers outstanding career development opportunities as well as job flexibility and stability.

**What we can offer you**
- A secure career with a proud Australian company
- Learning & professional development opportunities
- Team member discounts on company products
- Talk to us about our flexible work opportunities

**What can you expect?**

The role is responsible for leading and developing a senior support team that prides itself on customer service and its ability to support the business.

Your core value will include a desire to exceed customer expectations, inspire excellence, grow a fantastic team, and answer questions before they are asked

This role will require you to have an excellent level of technical problem-solving skills and the ability to lead and work with a diverse stakeholder group.

**Key responsibilities include**:

- Assisting with process handover from IT support teams such as coordinating creating of documentation & organising training sessions with team.
- Assisting support teams on backfilling leave
- Assisting support teams on project work
- Adhere to all Software and hardware management processes
- Support all relevant projects by providing follow up calls to branches and providing any additional support as required to complete project activities
- Work closely with team members to make sure that they are on track and consistently hitting all expected standards
- Take pride in understanding the teams career aspirations and help them on the journey utilising all available means
- Show the ability to deal with change and navigate the business through ambiguity

**Skills and Experience**

You may well have all the above skills - but you recognise that you do not know it all and that teamwork, humbleness and the right attitude is more important.
- You must have relevant experience leading a Service Desk support team
- Have a current Cisco CCNA qualification and be able to demonstrate relevant working knowledge
- Have a current Microsoft MCSE qualification and be able to demonstrate relevant working knowledge
- Have a current and relevant ITIL qualification
- Have excellent demonstrable knowledge and experience of enterprise type software tools and environments such as Office 365, Active Directory, collaboration tools, Cloud / SaaS services, Service Now and multiple support tools in the networking and infrastructure space
- Take ownership of and have the technical know-how to identify consistent problem patterns and resolve via improving the knowledge base and/or cross training by working closely with other technical leaders and teams across reecetech
- Can translate difficult technical issues to the L3 support teams
- Performance managing and coaching a customer focused technical team, helping them to reach their best

**How can you build a career with Reece.**:
Reece is different. We're a successful company that doesn't like to make a fuss of our success. We're a big business that works hard to retain the great things from when we were a small business.

We value common sense as highly as a university degree. We encourage people to have a go and don't mind if they fail. We promote people based on performance, not age.

Reece is a place where people make a real difference. And that's the secret to our success - having the right people, with the right attitude in the right roles.

We're looking for the right people now. People who like people. People who like to talk but also like to listen. People who like to perform. People who can recognise an opportunity and seize it. People who are prepared to promote themselves.

Read on. You will quickly discover whether you might be the right person, and whether we might be the right place for your career.
- If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us_

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