Desktop Support Team Lead

3 months ago

Penrith, Australia Datacom Full time

Our Why
Datacom works with organisations and communities across Australia and New Zealand to make a difference in people’s lives and help organisations use the power of tech to innovate and grow.
About the Role (your why)
As a Desktop Support Team Lead, you will be responsible leading a team of end user services engineers within the IT Outsourcing group to ensure best practice support methodology is practiced, technical experience leveraged and customer outcomes are delivered driving high levels of customer satisfaction. The Desktop Support Team Lead is expected to manage the day-to-day customer related operations of the Onsite End User Services Support group.
This role is based in Penrith and Sydney. Due to customer requirements, we will require Australian Citizenship to be eligible, no visa sponsorships for this position.
What you’ll do
At the moment, as Desktop Support Team Lead you will be focused on:

- Being the single point of contact for all EUS related issues and escalations for all stakeholders
- Ensure all escalations are addressed with effective communication back to the relevant stakeholder and associated parties
- Assist in Problem Management when required delegating as appropriate.
- Support the Service Delivery community in Continual Service Improvement Initiatives
- Manage call management system queues to ensure tickets are assigned and
- Mentor and coach staff members on customer related issues Promote a positive culture within the team
- Ensure operational performance of the team delivers a high level of customer satisfaction.
- Demonstrate a strong managerial and leadership style.
- Ensure staff are clear on expectations and performance requirements.
- Ensure the Operations Manager (EUS) is aware of noncompliance issues and performance anomalies.
- Ensure all staffs adherence to the breached call reporting policy
- Track and record expenses for EUS team staff members
- Ensure staff enter timesheets in line with Datacom process

We are a pretty agile company, and are keen to respond to customer, technology and internal stakeholders’ changing requirements and this can mean we evolve in our roles to meet those needs.
What you’ll bring

**Required experience**:

- Hardware and peripherals i.e. laptops, notebooks, workstations desktop PC's, printers, media and audio-visual equipment BYOD and mobility
- Active Directory, Microsoft Exchange, SCCM, End-Point Imaging, and experience in SOE creation and maintenance

**Nice to have**:

- You will bring excellent verbal and written communication and have the ability to articulate technical information to the target audience. Your professional customer service will be second to none, and you will have the ability to work autonomously with excellent time management

Why join us here at Datacom?
Datacom is one of Australia and New Zealand’s largest suppliers of Information Technology professional services. We have managed to maintain a dynamic, agile, small business feel that is often diluted in larger organisations of our size. It's our people that give Datacom its unique culture and energy that you can feel from the moment you meet with us.
We care about our people and provide a range of perks such as social events, chill-out spaces, remote working, flexi-hours and professional development courses to name a few. You’ll have the opportunity to learn, develop your career, connect and bring your true self to work. You will be recognised and valued for your contributions and be able to do your work in a collegial, flat-structured environment.
We operate at the forefront of technology to help Australia and New Zealand’s largest enterprise organisations explore possibilities and solve their greatest challenges, so you will never run out of interesting new challenges and opportunities.
We want Datacom to be an inclusive and welcoming workplace for everyone and take pride in the steps we have taken and continue to take to make our environment fun and friendly, and our people feel supported.

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