Service Desk Team Leader

2 weeks ago


Symonston, Australian Capital Territory, Australia Electro Optic Systems Pty Ltd Full time

About the Role
As a Service Desk Team Leader at Electro Optic Systems Pty Ltd, you will lead the EOS Service Desk in providing level 1 and 2 support to staff based in Australia, Singapore, and the Middle East. In close collaboration with the EOS ICT Regional Manager, you will develop the EOS Service Desk as a professionally managed environment.

Key Responsibilities
• Manage and improve call center coverage and ticket handling.
• Serve as the first level escalation point for timely resolution of tickets and critical incidents.
• Provide software and hardware support to end users.
• Maintain the Configuration Management Database (CMDB) and Asset Management.
• Generate technical and managerial reports to monitor Service Desk performance.
• Mentor and coach the Service Desk team.

About Us
Electro Optic Systems Pty Ltd is an Australian technology company operating in the defence and aerospace markets. Our products incorporate advanced electro-optic applications based on our core technologies in software, laser, electronics, optronics, gimbals, telescopes, and beam directors, and precision mechanisms. With our headquarters in Canberra and a growing global workforce, we are experiencing exponential growth and are positioned to become Australia's leading defence and aerospace exporter.

Company Benefits
• A structured, friendly, and supportive team
• Learning and development support
• Opportunities for further career development
• Free parking
• Electro Optic Systems Pty Ltd is an Equal Opportunity Employer

About You
As a Service Desk Team Leader, you will be willing to learn and take on technically demanding tasks. You will have a positive attitude and be a punctual and relied-upon team member. You will have a high attention to detail and work effectively with the team to meet deadlines.

Requirements
• Tertiary qualifications in Information Technology or relevant industry experience
• 5+ years of experience as a Service Desk Team Leader or similar role
• ITIL V4 Foundation certification required
• Demonstrated management and deployment knowledge of MS Windows 10/11, MS Office 2019, O365, and Intune
• Sound knowledge of VPN, IE, and Network Connectivity fundamentals



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