IT Support Team Lead

1 week ago

Sydney, New South Wales, Australia beBeeLeadership Full time $90,000 - $110,000

The IT Service Desk Team Leader role offers a unique opportunity to lead a team providing technical support to internal staff.

Key Responsibilities:
  • Deliver high-quality customer-focused support services in line with agreed services and service level agreements.
  • Manage the enhancement of the Service Desk Platform, ensuring efficient process improvement and operational support.
  • Implement consistent use of tools and methods to address user-identified issues, maintaining up-to-date reference materials.
  • Report against performance metrics to enhance team performance and drive continuous improvement.
  • Lead and develop a team responsible for delivering exceptional service support services.
  • Evaluate unresolved calls and escalate to 2nd/3rd line support teams as necessary.
  • Maintain exceptional customer service standards, including problem ownership and progress communication.
  • Produce management reporting and analyze IT Service Desk data to identify opportunities for improvement.
Requirements:

To be successful in this role, you will require excellent leadership and technical skills, with experience in managing service desks and teams. Strong communication and analytical skills are essential, along with the ability to adapt to changing technology and business needs.

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