Service Desk Team Lead

3 days ago

Perth, Australia OUI Recruitment Full time

**Position**:Service Desk Team Lead

**Location**: Perth, SOR

**Job Type**:Permanent

**Salary**:$95,000 + Super

**Position Overview**:
As a Service Desk Team Lead, you will be responsible for overseeing a team of support professionals and ensuring the smooth operation of Level 2 and Level 3 technical support services. You will play a crucial role in managing escalated incidents, resolving complex issues, and maintaining high customer satisfaction levels. Your expertise and leadership will contribute to the overall success of the Service Desk team and the efficient delivery of IT support services.

**Key Responsibilities**:
**Team Leadership**:

- Lead, motivate, and mentor a team of L1/L2 support analysts, ensuring their professional growth and development.
- Set performance objectives, conduct regular performance evaluations, and provide constructive feedback to team members.
- Foster a collaborative and positive work environment that encourages knowledge sharing and continuous improvement.

**Incident and Problem Management**:

- Manage and prioritize escalated incidents and complex technical issues, ensuring timely resolution and mínimal impact to users.
- Drive the identification and implementation of long-term solutions and preventive measures to minimize recurring issues.

**Customer Service and Satisfaction**:

- Ensure the highest level of customer service and satisfaction by monitoring and improving support processes and procedures.
- Collaborate with stakeholders to define and measure service level agreements (SLAs) and key performance indicators (KPIs).
- Regularly communicate with customers to understand their needs, address concerns, and proactively identify areas for improvement.

**Technical Expertise and Knowledge Management**:

- Stay up to date with industry trends, emerging technologies, and best practices in IT service management.
- Facilitate knowledge sharing within the team, documenting known issues, resolutions, and troubleshooting steps in a knowledge base.
- Proven experience in a leadership role within a Service Desk or technical support environment (or somebody who is willing to grow into the position).
- Familiarity with ITIL (Information Technology Infrastructure Library) best practices and service management processes.
- Excellent problem-solving and decision-making skills, with the ability to analyze complex issues and provide practical solutions.
- Outstanding communication and interpersonal skills, with the ability to interact effectively with both technical and non-technical stakeholders.
- Proven ability to lead and motivate a team, fostering a culture of collaboration and continuous improvement.
- Experience with incident management and ticketing systems.

***
- We represent organizations that promote diversity and welcome all qualified applicants regardless of race, gender, disability, religion/belief, sexual orientation, or age._

**Number**: (08) 6219 8033

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