Highly Respected EUC/Digital Infrastructure Specialist

1 week ago

Sydney, New South Wales, Australia beBeeDeskSupport Full time $100,000 - $110,000
Desktop Support Team Lead Job Description

The role of the Field Support Team Lead is essentially an EUC/Deskside Support Team Lead managing a team of highly respected level 2/3 Desktop Support/EUC Engineers providing deskside support to a variety of users in multiple states.

The Role:
  • You will be the key bridge between internal customers and the technical team, ensuring effective communication and collaboration.
  • Your primary responsibility will be to oversee the day-to-day operations of the EUC/Lev 2 Support Desk, guaranteeing support services are delivered to the highest level of quality.
  • Lead a team of Desktop Support Engineers, providing guidance and support to ensure the effective and efficient delivery of technical support services.
  • Motivate and promote team happiness with ongoing professional development and training. Mentor and coach Field Engineers, identifying training needs and provide learning paths.
  • EUC Operations/Management
  • 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 and Documentation

  • Establish performance metrics, analyse trends and produce relevant reports with service recommendations using Confluence.
  • 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:

  • Minimum of 8 years of relevant experience in EUC/Desktop Support leadership.
  • A customer centric mindset with ability to handle time sensitive requests.
  • A positive attitude, proactive approach, and the 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.
  • Driver's License and willingness to travel across the metro area to Clinics.

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