IT Technical Support Team Manager

1 week ago

Sydney, New South Wales, Australia beBeeLeadership Full time $90,000 - $120,000
Job Opportunity: Service Desk Team Leader

The role of Service Desk Team Leader is a key position within our IT team, responsible for leading the provision of technical support to internal staff. This involves taking on a team leader role within the IT Service Desk, being responsible for the proactive, continuous improvement of operational processes and practices.

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  • ">
  • Deliver quality customer-focused support services in line with agreed services and SLA's.">
  • Manage the enhancement of the Service Desk Platform (Manage Engine).">
  • Ensure consistent use of agreed tools and methods to address and resolve user-identified issues and problems in line with service level agreements.">
  • Manage the currency and validity of reference materials to ensure team members can access and apply up-to-date solutions, services, and processes.">
  • Report against performance metrics to highlight areas where modifications are required to enhance team performance, customer outcomes, and efficiency.">
  • Manage and develop a team of staff responsible for the delivery of service support services.">
  • Escalate unresolved calls to the 2nd/3rd line support teams in line with agreed processes, including liaising with external vendors and managed service providers.">
  • Maintain a high degree of customer service, including taking ownership of user problems and following up on the status of problems on behalf of the user, plus communicating progress in a timely manner.">
  • Produce management reporting with trend analysis.">
  • Analyse IT Service Desk data to identify and implement improvements to internal IT Service Desk operational processes, as well as looking to reduce call demand by user education or recommending system fixes.">
  • Take ownership of critical service and senior stakeholder issues, including user communications as appropriate.

Qualifications include tertiary qualifications in a related discipline or equivalent, relevant Information Technology degree/diploma, and ITIL Certification.

Australian Defence Force personnel with strong leadership skills, experience in service delivery, technical support, and team leadership would be suitable for this role. The ideal candidate will have excellent communication and interpersonal skills, as well as the ability to translate technical knowledge into actionable directives.

">Why Us?

Our organisation provides competitive remuneration, discounts on banking and insurance products, and ongoing learning and development programs. You will be provided with training and coaching on the job to provide you with the tools to be successful in this role.

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