Technical Support Team Lead

7 days ago

Australia beBeeService Full time $90,000 - $120,000
Job Description

The Service Desk Manager oversees the daily operations of the service desk, ensuring efficient technical support for clients. This role involves managing the service desk team, handling escalated issues, developing IT service management processes, and resolving help desk requests in a timely manner.

Responsibilities:
  • Manage the service desk team effectively by providing guidance, support, and resources to ensure they have the tools and expertise needed to succeed.
  • Handle escalated issues and develop solutions that meet the needs of clients while maintaining high levels of customer satisfaction.
  • Develop and implement IT service management processes that align with industry best practices and company goals.
  • Ensure timely resolution of help desk requests through effective issue escalation and resolution procedures.
Qualifications:
  • Experience in service desk management and operations, including team leadership and management.
  • Proficiency in technical support and IT service management, with a strong understanding of ITIL frameworks and methodologies.
  • Strong skills in help desk support, including issue diagnosis, resolution, and escalation.
  • Excellent problem-solving and communication skills, with the ability to articulate complex technical issues to both technical and non-technical stakeholders.
  • Ability to lead and manage a team effectively, with a focus on collaboration, empowerment, and accountability.
  • Experience with IT security measures and best practices, including vulnerability assessment, risk management, and compliance.
About Us

We are committed to delivering exceptional service and fostering growth through our reputation. Our passion and experience drive us to deliver high-quality solutions that meet the needs of our clients.

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