IT Service Desk Leader

1 week ago

Sydney, New South Wales, Australia beBeeLeadership Full time $98,765 - $123,456

We are seeking an experienced IT Service Desk Manager to lead our Regional Service Desk team into the future growth phase of our business.

The successful candidate will provide leadership and technical advice across the day-to-day operations of the Service desk Team, ensuring high service delivery is achieved across the business.

Key responsibilities include:

- Managing a distributed team of Service desk engineers across the ANZ region.
- Prioritizing service desk workloads to ensure service levels are achieved.
- Identifying service desk trends and reporting on them to key stakeholders.
- Collaborating with various areas of the business to produce cost-effective, innovative, and efficient solutions to business issues using systems and technologies.
- Managing escalations from the business through to resolution.
- Providing a high level of service for VIP and Executives.
- Identifying and proactively resolving IT issues.
- Providing second and third-level hardware and software support.
- Adhering to all processes and documenting procedures accordingly.
- Recommending, coordinating, and performing the replacement of IT-related equipment.

This position supports:

- ITIL
- Windows 10
- Microsoft 365 - Outlook, Excel, Word, PowerPoint, One Note, One Drive
- Citrix
- Teams
- Configuration Manager
- Audio and Visual (conferencing)
- LAN/WAN/WLAN
- Mobile Device Management

To be successful in this role, you will need:

- Relevant tertiary qualification in Information Technology.
- 3+ years' experience in a Team Lead or Service Desk Manager position.
- Strong customer service & communications skills.
- Strong organizational skills with the ability to multi-task and show flexibility in an ever-changing role.
- Collaborative, team player.

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