Technical Support Team Lead

2 weeks ago

Melbourne, Victoria, Australia Davies Collison Cave Full time

Are you a technology enthusiast with a passion for leading teams and resolving complex issues? We are seeking an experienced Technical Support Team Lead to join our team at Davies Collison Cave in Sydney, Australia.

Company Overview:

Davies Collison Cave is a leading intellectual property firm with a strong presence in Australia, New Zealand, and Southeast Asia. Our team of experts provides top-notch support to our clients across various industries, and we're looking for someone to lead our technical support team to new heights.

Salary: $120,000 - $150,000 per annum, depending on experience

Job Description:

We're looking for a skilled Technical Support Team Lead to oversee the day-to-day operations of our IT support team. As a key member of our technology leadership group, you will be responsible for ensuring that our service delivery activities and processes meet the highest standards. Your expertise will be instrumental in driving efficiency and effectiveness throughout our organization.

Responsibilities:

  • Lead the Service Desk (SD) team to achieve exceptional customer service outcomes by coaching, mentoring, training, and effectively directing the team's day-to-day activities.
  • Develop a standard operating procedure to rollout across the SD Support team, establishing best practices that are used consistently through the entire technical support process.
  • Collaborate with key business representatives regularly, and incorporate feedback into continuous improvement of Service Delivery activities and processes.
  • Ensure effective management of planned and reactive incidents, minimizing impact on business operations and enhancing user satisfaction.
  • Serve as the primary escalation point for technology-related issues and/or requests, coordinating resources to ensure a prompt resolution within agreed service levels.
  • Work with the Change Coordinator to plan a forward schedule of change, and ensure clear and consistent communication of end-user impacts.
  • Maintain asset, software licensing, and third-party vendor contact registries and keep information current.
  • Demonstrate a strong customer focus in all behaviors, including handling challenging customer service inquiries.
  • Create value for callers by providing an outstanding customer experience.

Required Skills and Qualifications:

  • Able to work collaboratively with the QANTM technology team (Infrastructure, Architecture, and Group Applications) and contribute knowledge to the resolution of complex problems, service improvements, and technology enhancements.
  • Provide thought leadership in maximising efficiencies within existing systems.
  • Drive effective configuration and use of QANTM's service management system (iVanti).
  • Monitor ticket volumes, trends, and usage to identify problems and improvement opportunities.
  • Manage major incidents and problems for the technology team as per ITIL standards.
  • Act as SME in all related technology matters.

Benefits:

  • A competitive salary range of $120,000 - $150,000 per annum, depending on experience
  • A dynamic and inclusive work environment that fosters collegiality and creativity
  • Ongoing training and development opportunities to enhance your skills and knowledge

Others:

If you're passionate about technology, learning, and leading teams, we encourage you to apply for this exciting opportunity. At Davies Collison Cave, we're committed to creating a diverse and inclusive environment that welcomes and values all people. We look forward to hearing from you

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