Help Desk Support Manager

4 days ago

Australia beBeeSupport Full time $100,000 - $125,000
Service Desk Team Lead Job Description

We are seeking a skilled and experienced Service Desk Team Lead to oversee the day-to-day operations of our Service Desk services.

Key Responsibilities:

  • Lead a high-performing Service Desk team, ensuring exceptional service delivery and support.
  • Monitor and manage incident and problem resolution progress, escalating issues according to Incident Management procedures.
  • Maintain and develop our Service Desk knowledge base, operational procedures, and processes for seamless service delivery.
  • Serve as the primary escalation point for Service Desk services and management of incidents and requests to resolution.
  • Mentor and guide team members to ensure alignment with organizational values.
  • Oversee information technology infrastructure and security improvements.
  • Communicate overall Service Desk performance and associated tasks to IT management.
  • Assist in governance of software license compliance and hardware management.

Requirements:

  • Several years experience in a leadership and technical support role.
  • Good understanding of complex IT infrastructure and systems.
  • Good understanding of Telecommunications services and infrastructure.
  • Well-developed communication, administration, and interpersonal skills.
  • Experience using Helpdesk software and related ticketing systems.
  • Microsoft 365 Administration expertise.
  • Familiarity with Microsoft Dynamics 365 Finance & Operations (desired).
  • Cisco WebEx Administration skills.
  • Adobe DC Pro Administration knowledge.
  • A valid Driver's License.
  • Willingness to obtain Working with Children Check Clearance.

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