Support Team Manager

5 days ago

Canberra, ACT, Australia beBeeLeadership Full time $90,000 - $120,000
Job Title: Service Desk Team Lead

As a Service Desk Team Lead, you will be responsible for managing a team of technical support analysts in Canberra. Your primary objective is to ensure seamless delivery of services and support to our clients.

This role requires exceptional leadership skills, as you will be working closely with the End User Services, Infrastructure, and Cyber Security teams to deliver high-quality services. You will be responsible for managing day-to-day activities, ensuring effective incident management, change management, project implementation, and business-as-usual operations.

Your responsibilities will include:

  • Managing a team of technical support analysts across various locations;
  • Performing incident management, change management, project implementation, and BAU activities;
  • Tracking team activities and reporting progress to senior management;
  • Participating in Continuous Improvement initiatives to streamline processes and improve efficiency;
  • Contributing to solving complex technical problems and ensuring the completion of programs and projects relevant to the Service Desk and broader CIO Services initiatives;
  • Overseeing procurement of hardware and software, maintaining tracking of system-wide software, and performing scheduled and ad-hoc reporting of Service Desk and Field Support activities;
  • Developing and maintaining relationships with client resolver groups to ensure effective collaboration and support;
  • Developing and managing relationships with suppliers;
  • Managing budgets and knowledge bases, providing training for team members, and ensuring system documentation and performance levels are maintained at all times.

Qualifications:

About You and What You'll Bring

To succeed in this role, you will need to demonstrate strong leadership and communication skills, with the ability to work autonomously and contribute to a team. Your expertise should include:

  • Demonstrated knowledge and experience with troubleshooting Microsoft technologies (Windows desktops, Windows Server, Exchange, Office, Skype for Business), mobility (Apple devices, Android devices), and client & server hardware and software deployment techniques;
  • Able to manage teams, working knowledge of related disciplines practices, and demonstrated experience working within an engineering, project or service desk environment;
  • Ability to develop and determine approaches to solutions in a practical and creative manner, good problem-solving skills with the ability to resolve moderately complex technical issues;
  • Excellent verbal and written communication skills with the ability to influence key stakeholders, high attention to detail, and ability to work under general supervision in a professional environment.

Benefits:

What You'll Love

We offer a range of benefits to support your well-being, including 12 weeks' paid parental leave, flexible work arrangements, discounted health insurance, and novated leasing. Our learning and development programs provide opportunities for growth and career advancement, and we prioritize internal promotion and career transitions.

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