Desktop Support Team Lead

4 weeks ago

Sydney, New South Wales, Australia Datacom Full time
About the Role

Datacom is seeking a skilled Desktop Support Team Lead to join our team in Sydney. As a key member of our IT Outsourcing group, you will be responsible for leading a team of end user services engineers to deliver high levels of customer satisfaction.

Key Responsibilities
  • Manage the 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.
  • Emerging relevant technologies and the possible application of these technologies to the client base and Datacom.
  • Assist in Problem Management when required, delegating as appropriate.
  • Support the 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 the breached call reporting policy.
  • Track and record expenses for EUS team staff members.
  • Ensure staff enter timesheets in line with Datacom process.
Requirements
  • Hardware and peripherals, i.e., 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.
  • Desktop and software applications, i.e., Operating Systems (Windows 7 through 10 and), Microsoft Office 2007 through 365, Antivirus software, and systems.
What You'll Bring

As a skilled IT professional, you will bring excellent verbal and written communication skills, the ability to articulate technical information to the target audience, and a professional customer service approach. You will also have the ability to work autonomously with excellent time management.

About Datacom

Datacom is one of Australia and New Zealand's largest suppliers of Information Technology professional services. We have maintained a dynamic, agile, small business feel that is often diluted in larger organisations of our size. It's our people that give Datacom its unique culture and energy that you can feel from the moment you meet with us.

We care about our people and provide a range of perks, such as social events, chill-out spaces, remote working, flexi-hours, and professional development courses to name a few. You'll have the opportunity to learn, develop your career, connect, and bring your true self to work. You will be recognised and valued for your contributions and be able to do your work in a collegial, flat-structured environment.

We operate at the forefront of technology to help Australia and New Zealand's largest enterprise organisations explore possibilities and solve their greatest challenges, so you will never run out of interesting new challenges and opportunities.

We want Datacom to be an inclusive and welcoming workplace for everyone and take pride in the steps we have taken and continue to take to make our environment fun and friendly, and our people feel supported.

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