IT Support Team Leader

2 months ago

Melbourne, Victoria, Australia Melbourne and Olympic Parks Full time

About the Role

We are seeking an experienced IT Support Team Leader to join our Technology team at Melbourne and Olympic Parks. As a key member of our team, you will provide leadership and guidance to the IT support team while actively participating in Level 1, 2, and 3 support for all internal systems.

The successful candidate will ensure that service requests and incidents are resolved within agreed SLAs, and that high-quality customer service is delivered to all stakeholders. You will be a technical lead for IT projects, designing and providing IT solutions across a range of exciting events held across our precinct, including the Australian Open.

Key Responsibilities

  • Provide technical leadership and guidance to the IT support team
  • Design and implement IT solutions for IT projects
  • Maintain a strong understanding of the precinct technology capabilities and support the development of improvements for the future
  • Build and maintain strong working relationships with our staff, tenants, suppliers, promoters, and hirers
  • Support the management of the IT team, providing guidance, support, and leadership to ensure the development and advancement of the team
  • Manage a small team of IT Support Technicians

Requirements

  • Information Technology degree
  • Industry-recognized certification in the technical competencies relevant for this role, including but not limited to: Cisco CCNP certification, VMware Certified Professional, Microsoft Security and Microsoft Technical Professional
  • Minimum 5 years' experience in a similar role
  • Proven experience working in complex technology-based projects
  • Exposure to the full employee lifecycle management, including leading, coaching, and developing the team, whilst advocating a customer-focused collaborative approach
  • Team-oriented, self-sufficient, flexible with hours, participate in the on-call roster and respond to high-severity escalations and can take ownership, plan, prioritize, and manage multiple tasks through to completion
  • Excellent analytical skills and attention to detail
  • Proven experience installing, configuring, and supporting Cisco network switching and routing within a complex corporate environment
  • Skilled in installing, configuring, deploying, and managing Windows Servers, Active Directory Domains, Group policies, Office 365, SSO, File and Print, DHCP & DNS services
  • Skills and experience with the applicable Microsoft technologies that support Modern Workplace Management
  • Hands-on technical L3 background supporting & troubleshooting servers, VMware virtualisation, cloud, storage/backups, mobility & networking
  • Good understanding of ITIL and Incident, Request, and Change Management processes and tools

Desirable Qualifications

  • ITIL Foundations qualification desirable
  • Experience with solutions across Zero Trust pillars
  • Thorough knowledge of IT and network security best practices
  • Microsoft Certifications

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