IT Service Desk Team Leader

3 days ago

Canberra, ACT, Australia beBeeLeadership Full time $120,000 - $160,000

Service Desk Leadership

This leadership role oversees the Service Desk team, ensuring incident and request management aligns with service level agreements. The successful candidate will lead employees in providing timely information to service requesters and managing equipment servicing.

The ideal candidate possesses a degree in Information Technology or a related field and has extensive experience in IT Service Management. ITIL certification is desirable.

A strong leader with excellent communication skills, this individual will foster employee retention, build relationships, and drive results. They must have a deep understanding of customers' needs and be able to negotiate mutually beneficial outcomes.

In addition to technical expertise, the selected candidate should demonstrate coaching and mentoring skills, enabling them to assign tasks effectively and review work quality.

This critical position involves overseeing daily operations, including schedules, escalations, and reporting. A key responsibility will be prioritizing projects, identifying goals, and assigning staff to achieve those objectives.

Key Qualifications:

  • Bachelor's degree in Information Technology or related field.
  • 5+ years in IT Service Management environment.
  • ITIL certification is a plus.
  • Demonstrated leadership skills.
  • General knowledge of customers supported.
  • Competent in MS Office and standard software.

About This Role:

This leadership position requires a strategic thinker who can monitor adherence to procedures and make recommendations to management on personnel actions. Strong analytical and problem-solving skills are essential for success in this role.

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