IT Field Support Team Lead

2 days ago

Sydney, New South Wales, Australia beBeeFieldLeader Full time $120,000 - $130,000

Job Summary

This is a dynamic leadership opportunity to lead a team of Field Service Analysts in the healthcare sector. As the key bridge between customers, clients, and technical teams, you will be responsible for overseeing the day-to-day operations of the Field Desk, ensuring high-quality IT Field services delivery.

Main Responsibilities

  • Lead a team of Field Service Analysts, providing guidance and support for effective technical support services delivery.
  • Motivate and promote team happiness through ongoing professional development and training.
  • Mentor and coach Field Engineers, identifying training needs and providing learning paths.
  • Foster a collaborative, results-driven, and supportive team culture promoting knowledge sharing, cross-functional collaboration, and continuous improvement mindsets.

Ticket Management

  • Oversee the day-to-day operations of Field team, ensuring timely and quality technical support services delivery.
  • Supervise Field Engineers and dispatching, allocation & scheduling of tickets and workloads.
  • Assist in managing technical toolsets and integrations.
  • Serve as a technical escalation point for the Field Team, providing expertise and guidance to resolve complex technical issues.

Performance Metrics and Reporting

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

Requirements

  • A minimum 8 years of experience in IT Field support and leadership.
  • A customer-centric mindset with ability to handle time-sensitive requests from doctors.
  • A positive attitude, proactive approach, and ability to work independently.
  • Adaptability and willingness to take on new challenges in a fast-paced and dynamic environment.
  • A sound understanding of service management / ticketing tools.

We Offer

  • An opportunity to lead a dynamic team in a prestigious healthcare provider.
  • A chance to drive change and modernize the technical ecosystem.
  • Ongoing professional development and training opportunities.
  • A collaborative and supportive team culture.

About Us

  • We are a Premier Australian based healthcare provider committed to delivering exceptional patient care.
  • We celebrate diversity and encourage people from all sections of the community to apply.

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