Senior Technical Service Manager

3 days ago

Sydney, New South Wales, Australia beBeeDesktopSupport Full time $100,000 - $110,000

The position of Desktop Support Team Lead is a leadership role that oversees the daily operations of an EUC/Level 2 Support Desk. The team provides technical support to various users in multiple states, and the successful candidate will be responsible for guiding team members while remaining hands-on.

Key Responsibilities
  • Lead a group of Desktop Support Engineers, providing guidance and support to ensure effective delivery of technical services.
  • Motivate and promote team satisfaction with ongoing professional development and training. Mentor and coach Field Engineers, identifying training needs and provide learning paths.
  • Foster a collaborative, results-driven and supportive team culture while promoting knowledge sharing, cross-functional collaboration and continuous improvement mindsets.

EUC Operations/Mgmt

  • Oversee the day-to-day operations of the team, ensuring timely delivery of technical services.
  • Supervision of dispatching, allocation & scheduling of tickets and workloads.
  • Assist in the management of technical toolsets and integrations.
  • Technical escalation point for the Field Team, providing expertise and guidance to resolve complex technical issues.

Performance Monitoring, Reporting & Documentation

  • Establish performance metrics, analyze trends and produce relevant reports with service recommendations.
  • Identify opportunities for process improvements and contribute to the development of best practices for enhanced service effectiveness.
  • Update documentation systems to ensure accuracy and currency of data.

Requirements:

  • A minimum of 8 years of experience in EUC/Desktop Support leadership.
  • A customer-centric mindset with ability to handle time-sensitive requests.
  • A positive attitude, proactive approach, and ability to work independently.
  • Adaptability and willingness to take on new challenges in a fast-paced environment.
  • A sound understanding of service management/ticketing tools.
  • A valid driver's license and willingness to travel across the metro area to clinics.

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