Helpdesk Team Lead

3 days ago

Melbourne, Victoria, Australia beBeeExperience Full time $120,000 - $140,000
Service Desk Manager Role

This position offers the chance to work with a global business and be part of a team that drives continuous improvement.

The ideal candidate will have experience in managing helpdesk teams and be responsible for unifying a team of staff members. The goal is to improve the Incident and Problem Management function.

We are looking for someone with excellent communication skills, who is proactive, innovative, and able to think critically. Key requirements include demonstrated helpdesk management experience, including level 1 and 2 analyst roles, as well as experience in coaching, management, motivation, training, and upskilling.

In this role, you will manage day-to-day operations and staff on the service desk. You will also drive innovation by leading a roadmap of process improvement and automation. This includes managing BAU tasks, requests, and incidents through an ITSM tool, improving documentation and how-to guides, and ensuring the team adopts this way of working.

You will also act as an escalation point for the team and across the business for high-priority incidents. Key skills required for this role include experience with Microsoft infrastructure, such as Azure AD, Windows Server, Remote Desktop Servers, Intune, and Office 365.

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