Service Desk Team Leader

2 weeks ago

Brisbane, Australia M&T Resources Full time

**Brisbane**

**IT & Telecomms**

Help Desk / Support

We have partnered with a Queensland Government department, and we are looking for a people leader to join our client’s corporate IT service desk as a **Team Leader**.

This is a critical role in ensuring the successful delivery of technical support and client services in line with the organisations objectives. You will Lead the IT service desk, supporting and mentoring the team and be a key stakeholder between the team and the various departments across the organisation.

**Key Responsibilities**:

- Lead the IT Service Desk team, to ensure the ICT resolution response framework provides timely, effective and client focused services aligned to business objectives.
- Support people through change, building a high performing team with a client focus, developing staff capabilities and effectively managing performance.
- Monitor and report against the Service Desk queue to ensure all incoming jobs/incidents are logged, categorised, recorded, assigned and resolved in a timely manner.
- Take responsibility for high priority incidents to ensure the appropriate technical resource is assigned and that problem resolution can meet SLA timeframes.
- Provide strategic direction to improve existing and develop new business policies, procedures and processes to ensure quality and efficient support is delivered to enhance customers’ ICT experience.
- Represent the IT Service Desk at internal and external forums and meetings where required.

**Key Requirements**:

- Working knowledge of desktop technologies including but not limited to:

- Windows 11
- Active Directory user and group management
- Desktop cyber security tools and processes
- Phone and iPad
- Knowledge of Service Desk management tools, e.g., Service Now incident and problem modules.
- An aptitude for leadership with the capability to build an effective team.
- Excellent communication skills with the ability to deal effectively with people at all levels of an organisation, including senior management.

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