Senior IT Support Team Lead
2 weeks ago
About Datacom:
We are a technology company working with organisations and communities across Australia and New Zealand to make a difference in people's lives and help them use the power of tech to innovate and grow.
Estimated salary range: $80,000 - $110,000 per year.
Job Description:
The Service Desk is the central point for customers on a day-to-day basis. As a Senior IT Support Team Lead, you'll provide leadership and guidance for a team of high-performing analysts in our Canberra location; delivering top-quality support services to our customers.
Key Responsibilities:
- Lead and motivate direct reports
- Manage day-to-day operations of direct reports
- Manage customer escalations and expectations to maintain a positive customer experience
- Client and Vendor Liaison
- Maintain Customer Service Levels and deliver reporting requirements
- Provide local leadership to all teams at your location
- Financial oversight
Requirements:
You're a leader who prides yourself on building highly engaged teams, with a proven record of delivering positive customer outcomes through exceptional customer experience.
What we're looking for in a candidate:
- A strong understanding of Incident and Request Management within ITIL
- An operational understanding of ticketing and call management technology
- Passion for IT and strong leadership capability and experience
Working Conditions:
This is a full-time opportunity available across our operational hours (Monday to Sunday 8am to 6pm rotating roster). Due to clearance requirements, Australian Citizenship and ability to pass a national police check is essential.
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