IT Service Desk Team Leader

2 weeks ago

Sydney, Australia MinterEllison Full time

**Location**: Sydney

**Contract Type**: Permanent

MinterEllison is one of Australia’s largest law firms, with nearly 200 years of business history. We're known for our legal and consulting expertise - and for our inclusive and authentic character.

Our purpose is to create sustainable value with our clients, people and communities. That means we have a proud history of providing excellence to clients, nurturing our people and giving back to the communities in which we live and work.

We value excellence, curiosity and collaboration. Clients rely on us for our responsive, commercial approach. Our clients include government departments and agencies, private and publicly listed companies, and small and large businesses in Australia and overseas.

As a highly valued employee we will also provide you with a wide range of benefits. To view our benefits, please copy this link into your browser

**The Role**

In this role you will have the opportunity to:
**IT Service Desk Team Lead Responsibilities**:

- Provide leadership and guidance to the IT service desk team, ensuring that all members are functioning effectively and meeting performance targets.
- Manage the rostering of the team to ensure that there is adequate coverage to meet business needs and that workloads are evenly distributed.
- Handle leave requests, ensuring that all team members get their entitled time off and that service levels are maintained during these periods.
- Provide mentoring and training to team members to enhance their technical and customer service skills, and to foster their professional development.
- Conduct regular performance reviews and development meetings with team members to provide feedback and set performance goals.
- Oversee the escalation of incidents/requests that cannot be resolved by the first-level team to appropriate second-level teams, ensuring smooth handovers and communication.
- Monitor and ensure the quality of service provided by the team, including adherence to service level agreements (SLAs) and customer satisfaction levels.
- Identify opportunities for process improvement, task automation, and implementation of AI-driven solutions to enhance service delivery and efficiency.
- Prepare and present regular reports on team performance, incident trends, and other relevant metrics to senior management.
- Liaise with other IT teams and stakeholders to ensure effective communication and coordination, and to facilitate the resolution of cross-functional issues.

**IT Service Desk Analyst Responsibilities**:

- Oversee service desk operations, including monitoring of telephones, and service portal requests coming in from all offices
- Respond to IT service desk calls within agreed service level timelines
- Resolve help desk incidents within stipulated service level timeframes
- Document all incidents and requests, their resolution details in the IT Service Management system
- Conduct regular follow-ups on outstanding incidents and requests and manage work queue efficiently
- Assume ownership of escalated incidents, ensuring thorough follow-up until resolution
- Identify recurring incidents, contributing to problem resolution and training needs analysis
- Manage equipment loans, including scheduling with clients, issuing equipment, and overseeing returns
- Communicate technology information to the business, utilising approved templates and protocols
- Explain technology policies and procedures to clients clearly and effectively
- Understand wider firm operations to provide informed and helpful referrals of clients to other divisions as necessary
- Create and maintain records on the technology services knowledge database
- Carry out various administrative tasks, including daily help desk procedures

**More About You**
- Experience with Microsoft Windows 10 and the Microsoft Office suite of software
- A Bachelor’s degree in IT or a related field is ideal, but not required. Equivalent experience is highly valued.
- At least 3 years' experience in a corporate help desk environment, with a minimum of 1 year in a leadership role
- Excellent technical aptitude and problem-solving skills
- Strong leadership and team management skills
- Excellent written and verbal communication skills
- Passion for learning about new and existing technologies, including automation and AI solutions
- Strong, proactive client service focus
- Excellent time management skills with the ability to manage competing tasks and prioritise
- Ability to work effectively in a highly collaborative team environment
- Resilience and a commitment to excellence

**Why MinterEllison**

We offer flexible working options to encourage balance, wellbeing and support for sustainable ways of working and a range of social, financial and health benefits, including free gym membership - all with no minimum tenure.

**How to Apply**

We prefer to connect with people directly, so please submit your CV by clicking on the

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