Technical Support Lead

2 weeks ago

Sydney, New South Wales, Australia beBeeLeadership Full time $100,000 - $120,000
Job Description

The Desktop Support Team Lead will lead a team of end-user services engineers within our IT Outsourcing group. The successful candidate will ensure best practice support methodology is practiced, technical experience is leveraged, and customer outcomes are delivered, driving high levels of customer satisfaction.

  • Manage day-to-day customer-related operations of the Onsite End User Services Support group.
  • Be the single point of contact for all EUS related issues and escalations for all stakeholders.
  • Ensure all escalations are addressed with effective communication back to the relevant stakeholder and associated parties.
  • Assist in Problem Management when required, delegating as appropriate.
  • Drive Service Delivery Community in Continual Service Improvement Initiatives.
  • Manage call management system queues to ensure tickets are assigned and
  • Mentor and coach staff members on customer-related issues, promote a positive culture within the team.
  • Ensure operational performance of the team delivers a high level of customer satisfaction.
  • Demonstrate a strong managerial and leadership style.
  • Ensure staff are clear on expectations and performance requirements.
  • Ensure the Operations Manager (EUS) is aware of non-compliance issues and performance anomalies.
  • Ensure all staff adhere to breached call reporting policy.
  • Track and record expenses for EUS team staff members.
  • Ensure staff enter timesheets in line with Datacom process.

Key Responsibilities include managing customer-related operations, being a single point of contact, addressing escalations, and mentoring staff members.

Key Skills and Qualifications
  • Hardware and peripherals experience, including laptops, notebooks, workstations desktop PCs, printers, media, and audio-visual equipment BYOD and mobility.
  • Active Directory, Microsoft Exchange, SCCM, End-Point Imaging, and experience in SOE creation and maintenance.
About Us

Datacom works with organisations and communities across Australia and New Zealand to make a difference in people's lives and help organisations use the power of tech to innovate and grow.

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