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Technical Leader

2 weeks ago

North Sydney Council, Australia beBeeManager Full time $140,000 - $170,000

About the Role:

We are seeking an experienced technical leader to join our IT team as a Service Desk Manager.

The successful candidate will be responsible for managing a team of service desk professionals, providing technical expertise, and ensuring the smooth operation of our IT support services.

As the primary point of contact for escalated technical and procedural issues, you will oversee daily operations, generate operational reports, and drive team performance improvements.

Key Responsibilities:

  • Lead and mentor a team of service desk technicians to foster a positive and collaborative work environment.
  • Provide coaching, training, and guidance to enhance team members' technical skills and customer service abilities.
  • Offer second and third level support services for end-user devices, including software and hardware investigations, and provide training and guidance on device and software topics.
  • Conduct regular performance evaluations and set individual and team goals.
  • Act as an escalation point for complex technical issues, including hardware, software, and network problems.
  • E nsure exceptional customer service and high customer satisfaction levels.
  • Handle customer escalations and complaints promptly and professionally, striving for fast resolution and client satisfaction.
  • Develop and maintain operational reports and performance metrics to assess team performance.
  • Analyse data to identify areas for improvement and implement corrective actions as necessary.
  • Provide regular reports to management on team performance and key performance indicators.
  • Continuously review and enhance service desk processes and procedures to optimize efficiency and effectiveness.
  • Identify opportunities for automation and efficiency gains within the team.
  • Collaborate with other IT teams and departments to ensure seamless service delivery and issue resolution.
  • Participate in cross-functional projects and initiatives as required.

Requirements:

  • A clear understanding of software deployment technologies, including EPM and Intune.
  • Excellent communication and interpersonal skills.
  • Advanced knowledge of Microsoft Office 365, Azure Technologies.
  • Commercial and proven experience in supporting desktop hardware and operating systems.
  • Experience in managing technology vendors to an agreed outcome and obtaining technical support.
  • Intermediate to advanced PowerShell abilities.
  • Demonstrate knowledge of ITIL and align activities and processes with this framework.
  • Ability to lead a small team effectively with 4+ years' experience in people management.
  • Degree in Information Technology or a related discipline.
  • ITIL v4 Foundation certification essential, advanced ITIL certifications highly regarded.

Benefits:

We offer a range of benefits that include flexible working arrangements, gender-neutral paid parental leave, study leave, purchased leave, and charity and volunteer leave.

We also provide access to health insurance, life, TPD, and salary continuance insurances, as well as an Employee Assistance Program and regular health care checks.

We value diversity, equity, and inclusion and welcome applications from Aboriginal and Torres Strait Islander people, people from diverse cultural backgrounds, people with disability, and members of the LGBTQIA+ community.

We stand for being courageous and doing what matters, living by our core principles; One Team, Customer First, Adapt and Learn, and Drive Sustainable Growth.

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