Service Desk Team Leader

4 weeks ago

Sydney, Australia Seven West Media Full time

**Join the Media Company of the future**:

- **Only media company in Australia to be awarded the **Workplace Gender Equality Agency’s Employer of Choice**:

- **Work in a fast-paced team environment with great training to upskill you for the role**:

- **Based in the vibrant Australian Technology Park in Eveleigh Sydney**

The **Service Desk Team Leader** manages the Service Desk within the **Seven Technology Team** based in vibrant **South** **Eveleigh**.

**Based in South Eveleigh and reporting to the IT Service Delivery Manager, you’ll be**:

- Leading IT resources (people, process and technology) with 7 direct reports across the Service Desk to ensure they are efficiently and effectively utilised
- Owning and developing IT Service Management processes used across the Service Desk including Incident, Request, Change, Problem and Knowledge Management
- Acting as an escalation point for the Service Desk team and business stakeholders for incidents, requests, changes and problems
- Assisting in proactive troubleshooting and providing solutions to a variety of technical issues
- Documenting and actively managing IT software and hardware assets at 1st and 2nd levels
- Actively managing P1/P2 incidents through to resolution
- Reviewing, creating and updating documentation, including user documentation and internal IT documentation
- Delivering required tasks for IT and business projects
- Developing and delivering Service Desk strategy and roadmap which includes driving continuous improvements across the environment
- Providing solutions, guidance, and instructions to the Service Desk team
- Provide out-of-office hours support as needed to ensure business needs are continuously met

**We are looking for someone who has**:

- Demonstrated leadership experience in a Service Desk team with the ability to lead a team in the achievement of goals and objectives
- Experience in providing support including diagnosis, troubleshooting and problem resolution across IT services for a large distributed organization
- Knowledge and experience working with ITIL processes
- Strong customer service ethic, exceptional verbal and written communication skills (including an excellent telephone manner), a high level of initiative, problem-solving and organisational ability, and the ability to identify the root cause of problems and trends.
- Ability to quickly learn and understand new business environments and technology

**In return, we will provide you with**:

- Generous 7Perks and corporate discounts at a range of retail, tech and health & fitness facilities
- A collaborative, vibrant culture
- Professional development opportunities through Seven’s Mentoring and Performance & Development programs
- Access to Seven’s own Learning and Development program: Accelerate
- A reward and recognition program with monetary and non-monetary incentives
- A competitive salary
- Generous paid parental leave for both secondary and primary carers
- Flexible working environments

At Seven, we are here to bring all Australians closer to the moments that move us.

Seven is Australia’s #1 television network and home to iconic news, sports and entertainment brands, plus Australia’s #1 BVOD service, 7plus.

Our company values of Be Brave, Better Together and Make It Happen put our people first and celebrate diversity, innovation and making a difference to the lives of millions of Australians.

Visit our LinkedIn Life page to find out more about Seven
- The Seven Network is an equal opportunity employer and we are committed to creating a diverse and inclusive workplace._

**Recruitment Agencies**: The Seven Network does not accept any unsolicited agency resumes and will not be responsible for any fees related to unsolicited resumes.

**Advertised**: 11 Apr 2023 12:00 AM AUS Eastern Standard Time
**Applications close**: 09 May 2023 11:55 PM AUS Eastern Standard Time

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