Service Desk Team Lead

6 days ago

Sydney, New South Wales, Australia KBR Full time

About the Role:

The Service Desk Team Lead will be responsible for the management of an IT Service Desk, supporting IT environments owned by the Commonwealth of Australia. This role will provide high-quality leadership and guidance to the Service Desk team, and expert knowledge and support to our clients, under the ITIL Framework.

Key Responsibilities:

  • Manage the daily operation of the Service Desk team, ensuring that all service requests are handled efficiently, in accordance with agreed timeframes and the ITIL Framework.
  • Provide an escalation point to team members for resolution of all related incidents and/or tasks.
  • Produce informative communications and briefings for internal and external stakeholders.
  • Develop, Maintain and implement Service Desk policies, procedures, and standards to ensure consistent service delivery.
  • Monitor Service Desk performance metrics and identify areas for improvement.
  • Coach and develop the Service Desk team to maximise service quality.
  • Ensure that Service Level Agreements are met, and that customer satisfaction is maintained.
  • Manage the Service Desk team's workload and schedule to ensure adequate coverage and optimal performance.
  • Provide technical support and guidance to the Service Desk team as needed.
  • Collaborate with other relevant stakeholders to identify and resolve complex technical issues.
  • Develop and maintain relationships with key stakeholders, including clients, vendors, and internal teams.

Requirements:

  • Must be an Australian Citizen.
  • Must reside in Sydney.
  • Must possess, or have the ability, to obtain an NV2 Australian Government Security Clearance.
  • Bachelor's degree in information technology or computer science and/or;
  • Proven commensurate experience in managing and supporting a Service Desk in a mid to large enterprise environment.
  • ITIL Foundations V3 or V4.
  • Demonstrated knowledge and understanding of Microsoft Server 2016/2019 environments, networking, general software & hardware, and Active Directory.
  • Demonstrated knowledge and understanding of Citrix Studios and Director.
  • Demonstrated knowledge and understanding of Vmware Vsphere 7.0+.
  • Experience in supporting end users on Microsoft Windows-based platforms.
  • Proficient in process analysis, problem-solving techniques, and troubleshooting skills.
  • Experience with and an understanding of remote support tools and ticketing.
  • Excellent communication and customer service skills.
  • Excellent written and verbal communication skills.

What We Offer:

  • A workplace culture certified as a Great Place To Work
  • Flexible working
  • Competitive salary (including annual reviews)
  • Paid parental leave
  • Income protection
  • Corporate rewards
  • Salary packaging/Novated leasing
  • Employee stock purchase plans
  • Flu shots, skin checks and discounted private health insurance

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