Senior IT Support Team Lead

2 weeks ago


Canberra, ACT, Australia Datacom Full time

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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