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IS Service Desk Team Leader

2 months ago

Kelvin Grove, Queensland, Australia Bolton Clarke Full time

About Bolton Clarke

Bolton Clarke is a leading provider of healthcare and aged care services, with a rich history spanning over 200 years. As a not-for-profit organization, we are committed to delivering high-quality services that prioritize the needs and well-being of our customers.

Job Summary

We are seeking an experienced IS Service Desk Team Leader to join our Brisbane-based team. As a key member of our IT support team, you will be responsible for leading our established service desk team and ensuring the effective resolution and monitoring of 1st level support requests and incidents within designated SLAs and OLAs.

Key Responsibilities

  • Team Leadership: Develop and foster a team environment with a strong customer service focus, ensuring that our service desk staff meet or exceed performance standards.
  • Service Desk Management: Develop and implement request processing and resource management techniques to ensure effective IS Service Desk staff coverage, achieving request and incident management that meets service levels and compliance requirements.
  • Critical Incident Management: Manage critical service incidents with a focus on customer communication, resolution activities, and escalations.
  • Escalation Point: Act as an escalation point for unresolved or incomplete requests, engaging internal IS Level 2 & 3 support teams.
  • Reporting: Report to Senior IS managers on any issues that could significantly impact the delivery of IS systems and services to the business.
  • Service Catalogue Development: Develop, implement, and continuously improve the IS Service Catalogue, ensuring it accurately defines the services provided by IS and associated information.
  • Performance Metrics: Measure and report on service delivery performance metrics as directed by the IS Service Delivery Manager.
  • Process Improvement: Follow and recommend process, procedures, and policies that meet compliance/governance requirements and reflect best practice.

About You

We are looking for a candidate with at least 5 years' experience working in IT support and systems administration. You should have a sound understanding of service desk solutions, Microsoft end-user technology, and current mobile technologies. Strong communication skills, with the ability to present to all levels of the business, are essential. You should also be willing to adopt change and implement new initiatives.

Our Culture

We offer a supportive and collaborative work environment where you can make your role your own. In return for your hard work, you will receive a generous salary package, including:

  • $15,900 salary packaging + $2,650 meal and entertainment allowance
  • Work-life balance - office and WFH 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