IT Service Desk Team Leader

2 days ago

Melbourne, Victoria, Australia Aged Care Resumes Full time
About the Opportunity

We are seeking an experienced IT Service Desk Team Leader to lead our established Brisbane-based team on a 12-month initial contract. In this role, you will ensure the effective resolution and monitoring of 1st level support requests and incidents within designated Service Level Agreements (SLAs) and Operational Level Agreements (OLAs), maximizing service availability to our individual customers and business areas.

Your Key Responsibilities
  • Develop and Foster a Team Environment with a strong customer service focus, ensuring a positive and productive work environment.
  • Develop and Implement Request Processing and Resource Management Techniques to ensure effective IS Service Desk staff coverage, achieving request and incident management that meets service levels and compliance requirements.
  • Manage Critical Service Incidents with a focus on customer communication, resolution activities, and escalations, ensuring timely and effective resolution of critical incidents.
  • Act as Escalation Point for unresolved or incomplete requests, engaging internal IS Level 2 & 3 support teams to ensure seamless escalation and resolution.
  • Report to Senior IS Managers on any issues that could significantly impact the delivery of IS systems and services to the business, providing timely and accurate reporting.
  • Develop, Implement, and Continuously Improve the IS Service Catalogue to accurately define the services provided by IS and associated information, ensuring seamless integration with the IS Service Desk management tool.
  • Measure and Report on Service Delivery Performance Metrics as directed by the IS Service Delivery Manager, providing timely and accurate reporting on service delivery performance.
  • Follow and Recommend Process, Procedures, and Policies that meet compliance/governance requirements and reflect best practice, ensuring adherence to industry standards and regulatory requirements.
About You

You are a customer-focused individual with at least 5 years' experience working in IT support and systems administration. Your sound understanding of service desk solutions, Microsoft end-user technology, and current mobile technologies will see you thrive in this role. You are a strong communicator with the ability to present to all levels of the business, with a willingness to adopt change and implement new initiatives.

You will mirror our values of Customer Satisfaction, Accountability, Continuous Improvement, and Teamwork in all aspects of your work.

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