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IS Service Desk Team Leader

2 months ago

Australia Aged Care Resumes Full time

About Aged Care Resumes

Aged Care Resumes is a leading provider of aged care services, dedicated to enabling, celebrating, and supporting the health, happiness, and wellbeing of older people.

We work together with our customers and their families to provide holistic, best-practice care that evolves as needs change.

About the Opportunity

We are seeking an experienced IS Service Desk Team Leader to lead our established Brisbane-based team on a 12-month initial contract.

In this role, you will ensure the effective resolution and monitoring of 1st level support requests and incidents within designated Service Level Agreements (SLAs) and Operational Level Agreements (OLAs), maximizing service availability to our individual customers and business areas.

Your Key Responsibilities

  • Develop and foster a team environment with a strong customer service focus.
  • Develop and implement request processing and resource management techniques to ensure effective IS Service Desk staff coverage to achieve request and incident management which meets service levels and compliance requirements.
  • Manage critical service incidents with focus on customer communication, resolution activities, and escalations.
  • Act as escalation point for unresolved or incomplete requests, engaging internal IS Level 2 & 3 support teams.
  • Report to Senior IS managers on any issue that could significantly impact the delivery of IS systems and services to the business.
  • Develop, implement, and continuously improve the IS Service Catalogue so that it accurately defines the services provided by IS and associated information (deliverables, approvals, request process, timeframe, and delivery) and embed into the IS Service Desk management tool.
  • Measure and report on service delivery performance metrics as directed by the IS Service Delivery Manager.
  • Follow and recommend process, procedures, and policies that meet compliance/governance requirements and reflect best practice.

About You

You are committed to customer service and have at least 5 years' experience working in IT support and systems administration.

Your sound understanding of service desk solutions, Microsoft end-user technology, and current mobile technologies will see you thrive in this role.

You are also a strong communicator with the ability to present to all levels of the business and have a willingness to adopt change and implement new initiatives.

Our Benefits

  • A generous salary package.
  • Work-life balance - office and work-from-home options.
  • Mobile phone and laptop provided.
  • A supportive, flexible, and fun, positive team culture.
  • Employee Assistance Program for you and your family.
  • Employee referral program – earn $$ for referring your friends and family.
  • Health Insurance discounts with Medibank.
  • Discount on selected car dealerships.