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IT Technical Support Team Lead

2 weeks ago

Melbourne, Victoria, Australia beBeeService Full time $120,000 - $150,000
Job Overview

The IT Service Desk Manager leads day-to-day operations to ensure timely support for users and business teams.

Key Responsibilities
  • Certification in ITIL or similar service management frameworks.
  • Experience managing IT Service Desk Teams, with a proven track record of establishing uniform service processes and managing SLAs effectively.
  • Representing the Service Desk at meetings, Change Advisory Board, and interacting with senior management.
  • Lead major incidents, initiate Incident Bridge(s), and provide ongoing end-user notification.
  • Improve team members and customer experience through training, coaching, and mentoring staff.
  • Build lasting relationships with stakeholders at all levels of the business.
  • Perform well under pressure, manage competing priorities, meet deadlines, and contribute to team goals and resources.