Service Desk and Field Support Lead

3 weeks ago

Tamworth, Australia TAFE NSW Full time

About TAFE NSW

TAFE NSW is a leading provider of vocational education and training, dedicated to delivering high-quality services to our customers.

About the Role

The Service Desk and Field Support Lead plays a critical role in delivering exceptional technical support services to our customers across various locations, platforms, and technologies.

Key Responsibilities

  • Develop and implement operational policies and guidelines for service desk and field support operations.
  • Maintain and improve knowledge management systems and content to ensure high standards of service delivery.
  • Provide technical direction and leadership to support teams, empowering them to deliver top-notch service to our customers.
  • Collaborate with stakeholders to identify and resolve technical issues, ensuring minimal disruption to our services.
  • Develop and implement strategies to improve service delivery, customer satisfaction, and staff performance.

Requirements

  • Degree in a relevant discipline or equivalent skills and experience.
  • Proven experience in technical leadership and service management, with a strong understanding of technical deliverables from a service perspective.
  • Excellent communication, negotiation, and prioritization skills, with the ability to analyze and resolve complex technical issues.
  • Previous experience in coaching, mentoring, supervision, and directing staff to deliver business outcomes.

Desirable Qualifications

  • 5 years of experience in IT, with a strong background in service desk and field support operations.
  • 3 years of supervisory experience, with a proven track record of leading high-performing teams.

Our Commitment to Diversity, Equality, and Inclusion

TAFE NSW is committed to creating a culturally safe and accessible workplace where dignity, trust, respect, and the promotion of diversity and inclusion are valued.

A Career of Life-Changing Impact Awaits You

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