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Service Desk Team Lead ICT

2 months ago

Canberra, ACT, Australia Vectiq Full time

Job Summary

Vectiq is seeking an experienced Service Desk Team Leader to manage a team of 5 to 8 service desk resources. The position is based within an Australian Government agency.

Key Responsibilities

  • Lead the Service Desk team in the implementation of IT service management frameworks suited to the client's business operations.
  • Manage tickets in the Service Management platform.
  • Manage the daily operations of the service desk team, including assigning tasks, monitoring performance, and ensuring quality standards.
  • Provide technical support and guidance to service desk staff and customers, resolving complex issues and escalating them when necessary.
  • Develop and implement service desk policies, procedures, and best practices.
  • Coordinate with other IT teams and stakeholders to ensure effective service delivery and alignment with business objectives.
  • Train, coach, and mentor service desk staff.
  • Manage the development of Knowledge base articles and scenario-based scripts.
  • Provide reporting for business areas when required.
  • Asset management duties.

Required Skills

  • Demonstrated experience leading an ICT support team.
  • Technical knowledge and ability to troubleshoot Windows 10 and 11 based systems.
  • Understanding of IT service management frameworks and how they can be utilized in real-world applications.
  • General ICT technical knowledge to support staff in troubleshooting: WIFI Networks, including VPN, software applications, laptop and desktop hardware.
  • Industry certification in the above technologies is desirable.

Requirements

  • Australian citizenship.
  • Baseline clearance.