![Brennan IT](https://media.trabajo.org/img/noimg.jpg)
Service Desk Team Lead
4 days ago
**Brennan IT**
We are a national company with a reputation for delivering technical excellence and high-quality service to our customers. It's why we have been ranked as Australia's No. 1 Managed Services Provider for the past 10 years in a row.
**Benefits of working at Brennan IT**:
- An awesome team of people to work with
- Flexible working arrangements
- Opportunity to gain certifications and be rewarded for it too
- Tailored career development plans to suit your aspirations
- High levels of reward and recognition for overachieving
- A company that genuinely cares about YOU
- A focus on health and wellbeing - social club, sporting teams, discounted technology purchases, health checks and more
**The role**
Reporting to the National Service Desk Manager, you will be responsible for ensuring the efficient working of the service desk for our clients. This role is in our Sydney office although occasional travel to customer site/s may be required.
This role will involve having ownership of a Service Desk team - typically of 6 to 10 people. They will be responsible for recruitment, training, staff development, Incident & Request Management, process governance, SLA achievement, and quality assurance, to enable high levels of staff engagement and client satisfaction.
**Your responsibilities include but are not limited to**:
- Lead and shape a high-performing Brennan Service Desk, providing leadership support and guidance for everyone working within that team.
- Maintain staff utilisation and productivity within the Service Desk environment to successfully deliver against agreed Service Desk KPIs.
- Track and analyse Service Desk Analyst metrics including Net Promotor Scores (NPS), First Contact Resolution (FCR), call and ticket handling capabilities and Quality Assurance assessments to ensure all members of the team are performing to the requisite standards.
- Workforce planning to meet the business requirements of the Service Desk team including shift rostering and forecasting resourcing against inbound transaction volumes and the onboarding sales pipeline.
- Highlight areas for improvement in Training & Agent Onboarding for your team and customers, including processes, procedures, knowledge or tooling and help the Service Desk Training Team develop plans to address them.
- Promote a culture of training and development across the Service Desk to ensure that team members have the knowledge, skills and behaviours required to achieve desired customer outcomes.
- Completion of regular customer and team-based management reporting.
- Act as a point of technical escalation within the team and possess the ability to work with other teams when assistance is required from outside the Service Desk
- Facilitate the ‘shift-left’ of workload from 2nd and 3rd level resolver groups so more is resolved at the Service Desk with a focus on staff development to facilitate the up-skilling of the Service Desk.
- Own the end-to-end Service Desk Service Delivery for the customers supported by the Service Desk, ensuring it delivers against the contractual targets across all delivery centres, locations, teams and customers.
- Escalate and take ownership of key issues affecting our clients until resolution.
- Manage 3rd party relationships with key vendors and sub-contractor within the Service Desk environment.
- Work collaboratively with key business contacts, the Transition Teams and our customers to on-board new clients and services.
- Update and refine customer process documentation against industry recognised best practice frameworks like ISO and ITIL.
- Constantly review existing processes and identify improvements to increase efficiency and customer satisfaction (NPS / CSAT).
**What skills you will bring to the team**:
- Minimum of 4 years experience working in a technical customer service role including a strong understanding of a technical Service Desk environment
- Experience leading or managing a Service Desk team is highly desirable.
- Experienced in using ServiceNow, or another similar Service Management tool.
- Experienced in using NICE CXone, or another similar Contact Centre Telephony tool.
- Demonstratable IT Service Management understanding or certification (ITIL, at Foundation level or above).
- Industry-based technical certifications (e.g. Microsoft, Citrix, VMWare, EMC, Cisco, HP).
- Information Technology or Computer Science Degree (or equivalent qualification).
- Use of Excel and/or PowerBi for reporting purposes.
**NOTE**: As part of our hiring process, you will be required to undertake a Technical Assessment and a National Criminal History Check.
-
Service Desk Team Lead
2 weeks ago
Sydney, Australia West Recruitment Full timeSalary up to $110k + Super - Employer paid certifications and training - Fantastic company culture **As this is a permanent position, we ask that all applicants are either a Permanent Residents or Australian Citizens** **Your New Employer** West Technology is partnering with a prominent Australian managed service provider based in the Sydney CBD. This...
-
Service Desk Team Lead
1 week ago
Sydney, New South Wales, Australia Brennan IT Full timeBrennan ITWe are a national company with a reputation for delivering technical excellence and high-quality service to our customers. It's why we have been ranked as Australia's No. 1 Managed Services Provider for the past 10 years in a row.Benefits of working at Brennan IT:An awesome team of people to work with Flexible working arrangements Opportunity to...
-
Service Desk Team Lead
4 days ago
Sydney, Australia KBR Full timeTitle: Service Desk Team Lead Your KBR future – delivering solutions and changing the world About KBR: We are a company of innovators, thinkers, creators, explorers, volunteers and dreamers who all share one goal — to improve the world. KBR delivers science, technology and engineering solutions to governments and companies around the world....
-
Service Desk Team Lead
1 week ago
Sydney, New South Wales, Australia The Drive Group Full timeJob description Service Desk Team Lead* The Hills district* Up to $120k plus superTheDriveGroup are proud to be partnering with a growing MSP within their niche. They are looking to add a Service Desk Team Lead to their growing team. What you will be doing:Overseeing service desk team performance, ensuring accuracy and timely ticket resolution Managing...
-
Service Desk Team Lead
1 month ago
Sydney, Australia West Recruitment Full timeSalary up to $110k + SuperEmployer paid certifications and trainingFantastic company culture** As this is a permanent position, we ask that all applicants are either a Permanent Residents or Australian Citizens **Your New EmployerWest Technology is partnering with a prominent Australian managed service provider based in the Sydney CBD. This growing MSP has...
-
Service Desk Team Lead
3 weeks ago
Sydney, Australia West Recruitment Full timeSalary up to $110k + SuperEmployer paid certifications and trainingFantastic company culture** As this is a permanent position, we ask that all applicants are either a Permanent Residents or Australian Citizens **Your New EmployerWest Technology is partnering with a prominent Australian managed service provider based in the Sydney CBD. This growing MSP has...
-
IT Service Desk Team Lead
3 weeks ago
Sydney, Australia NSW Government -Department of Enterprise, Investment and Trade Full time**IT Service Desk Team Lead** - Join the Department of Enterprise, Investment and Trade - Clerk Grade 7/8 with starting salary of $101,947 per annum - Ongoing role based in Sydney **About the Role** We are looking for an experienced an IT Service Desk Team Lead with experience in the IT service desk function to join our new Department. This role is...
-
Service Desk Team Lead
1 week ago
Sydney, New South Wales, Australia West Recruitment Full timeSalary up to $110k + SuperEmployer paid certifications and trainingFantastic company culture** As this is a permanent position, we ask that all applicants are either a Permanent Residents or Australian Citizens **Your New EmployerWest Technology is partnering with a prominent Australian managed service provider based in the Sydney CBD. This growing MSP has...
-
Service Desk Team Lead
16 hours ago
Sydney, Australia KBR Inc. Full timeJOB DESCRIPTIONTitle:Service Desk Team LeadYour KBR future – delivering solutions and changing the worldAbout KBR:We are a company of innovators, thinkers, creators, explorers, volunteers and dreamers who all share one goal — to improve the world.KBR delivers science, technology and engineering solutions to governments and companies around...
-
Service Desk Team Lead
13 hours ago
Sydney, Australia West Recruitment Full timeCirca $120k - $130k + Super & Performance incentivesGreat internal culture- Friendly and fun work environmentSydney CBD LocationThe EmployerWest Technology has been engaged to recruit for an Australian owned MSP with a reputation for being technical specialists, yet friendly, down to earth and enjoyable to deal with. Founded in 2008, this IT Service provider...
-
Service Desk Team Lead
1 week ago
Sydney CBD, New South Wales, Australia u&u Recruitment Partners Full timeAbout UsAbout the OpportunityThis is a 3-month contract role with the possibility to extend. You will be leading a team of 7 across Australia being hands on with your management style.Responsibilities includeManaging a distributed team of Service desk engineers;Prioritise service desk workloads to ensure service levels are achieved;Identify service desk...
-
Service Desk Team Lead
1 week ago
Sydney Central Business District, Australia u&u Recruitment Partners Full timeAbout Us About the Opportunity This is a 3-month contract role with the possibility to extend. You will be leading a team of 7 across Australia being hands on with your management style. Responsibilities include Managing a distributed team of Service desk engineers; Prioritise service desk workloads to ensure service levels are achieved; Identify service...
-
Service Desk Team Lead
3 weeks ago
Sydney, Australia u&u Recruitment Partners Full time**Your new employer**: Is an entrepreneurial FMCG company with 6,000 employees across 40+ sites in Australia and New Zealand. They form part of a global group consisting of 135,000 employees across 50+ countries; Has recently won awards for being a 'Best Place to Work' and 'Employer of Choice for Diversity and Gender Equality'; Has a dynamic and friendly...
-
Service Desk Lead
3 weeks ago
Sydney, Australia humm Full time**hummgroup (ASX-HUM) **is one of Australasia’s most successful and enduring fintech organisations with a proud legacy of rewriting the playbook for digital spending. We help people buy everything, everywhere, every day. Our product ecosystem of buy now pay later, credit cards, and business financing products has been designed around the core needs of...
-
Service Desk Team Lead
1 week ago
Sydney, New South Wales, Australia u&u Recruitment Partners Full timeYour new employer:Is an entrepreneurial FMCG company with 6,000 employees across 40+ sites in Australia and New Zealand. They form part of a global group consisting of 135,000 employees across 50+ countries;Has recently won awards for being a 'Best Place to Work' and 'Employer of Choice for Diversity and Gender Equality';Has a dynamic and friendly culture...
-
Service Desk Lead
3 weeks ago
Sydney, Australia Ashdown Consulting Full time$700 - $877 p/d + super - Sydney CBD - 6 month contract **Service Desk Lead | 6 - Month Contract | $969 P/D Incl. Super** - $700 - $877 P/D + Super - 6 - Month Contract - Sydney CBD **About the company** This NSW government agency is a major service provider who strives to deliver a more consistent and efficient experience within government. This...
-
Service Desk Lead
1 week ago
Sydney, New South Wales, Australia Ashdown Consulting Full time$700 - $877 p/d + super Sydney CBD 6 month contractService Desk Lead | Month Contract | $969 P/D Incl. Super- $700 - $877 P/D + Super Month Contract Sydney CBDAbout the companyThis NSW government agency is a major service provider who strives to deliver a more consistent and efficient experience within government. This government agency uses data and...
-
Service Desk Team Lead
4 weeks ago
Sydney, Australia u&u Recruitment Partners Full timeYour New Employer Is an entrepreneurial healthcare business with 1,350 employees and headquarters based in Ryde and Milsons Point; Is rapidly growing and are investing heavily in new technologies and IT transformation. The business is bought into IT and have signed off a strong pipeline of projects; Has a dynamic and friendly culture that thrives on...
-
Service Desk Lead
3 weeks ago
Sydney Central Business District, Australia Enterprise IT Resources Pty Ltd Full timeService Desk Lead Job Title: Service Desk Lead Contract Type: Contract Salary: AU$950 - AU$969 per day Reference: 6941 Contact Name: Tito Tealdo Job Description - IS Service Desk Lead - IS Service Desk Lead - $877.07 + super day rate - 6-month contract - CBD location**Your new company** This government organisation is seeking an enthusiastic IS Service...
-
Service Desk Team Lead
1 week ago
Sydney, New South Wales, Australia u&u Recruitment Partners Full timeYour New EmployerIs an entrepreneurial healthcare business with 1,350 employees and headquarters based in Ryde and Milsons Point;Is rapidly growing and are investing heavily in new technologies and IT transformation. The business is bought into IT and have signed off a strong pipeline of projects;Has a dynamic and friendly culture that thrives on...