IT Technical Support Team Lead Position

2 weeks ago

Sydney, New South Wales, Australia beBeetechnical Full time $130,000
Technical Support Team Lead

A reputable organization seeks an experienced Technical Support Team Lead to lead the provision of technical support services. The successful candidate will be responsible for delivering high-quality customer-focused support, managing the enhancement of the Service Desk Platform, and ensuring team members have access to up-to-date solutions and services.

  • Key Accountabilities:
  • Deliver quality customer-focused support services in line with agreed services and SLAs.
  • Manage the enhancement of the Service Desk Platform (ManageEngine).
  • Manage the 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 for enhancing team performance, customer outcomes, and efficiency.
  • Manage and develop a team of staff responsible for the delivery of service support services.
  • Evaluate and implement new technologies and best practices to improve team performance and customer satisfaction.
  • Required Skills and Qualifications:
  • Significant experience working in a 1st-line technical support role with management experience required.
  • Experience of provisioning desktop/laptop/mobile hardware/software plus advanced user and security group Active Directory administration as well as security apps and VPN.
  • Previous experience of virtual desktops and Office 365 environment.
  • A strong understanding of IT security standards and requirements in a highly regulated environment.
  • A broad understanding of financial products and the key business and inter-relationships with external suppliers to deliver these services.
  • A strong understanding and support methods, but not limited to, Windows Servers, Active Directory User Management, Azure Environments, Terminal Services, Windows Desktops, Smart Phones, Tablets, and MS Office 365, MS Teams, and virtual desktops.

Benefits:
We offer a competitive remuneration package and opportunities for professional growth and development.

About the Role:
This is an exciting opportunity to join our team and contribute to the success of our organization.

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