Service Desk Team Lead

2 days ago

Sydney, New South Wales, Australia beBeeServiceDesk Full time $114,375 - $137,500
Job Title: Service Desk Team Lead

We are seeking an experienced IT professional to lead our Service Desk team and drive continuous improvement in operational processes and practices.

As a seasoned leader with strong technical expertise, you will inspire your team to excel in providing customer-focused support services. Your ability to translate technical knowledge into actionable directives will be invaluable in fostering a collaborative environment where opportunities for growth and development thrive.

Key Responsibilities:

  • Deliver quality customer support services aligned with agreed service level agreements (SLAs).
  • Enhance the Service Desk Platform (Manage Engine) to meet evolving user needs.
  • Ensure consistent use of approved tools and methods to address and resolve user-identified issues and problems within SLA parameters.
  • Manage reference materials to ensure up-to-date solutions are accessible to the team.
  • Report performance metrics to highlight areas for improvement.
  • Lead a team responsible for delivering service support services.
  • Elevate unresolved calls to 2nd/3rd line support teams and collaborate with external vendors as needed.
  • Maintain high levels of customer satisfaction through timely communication and ownership of user problems.
  • Produce management reports with trend analysis.
  • Analyze IT Service Desk data to identify process improvements and reduce call demand through user education or system fixes.
  • Take ownership of critical service and senior stakeholder issues, including user communications as required.

Requirements:

  • Tertiary qualifications in a related field or equivalent.
  • Relevant Information Technology degree/diploma.
  • ITIL Certification.

Award-winning Organisation: We value diversity and offer competitive remuneration, discounts on products, and ongoing learning and development opportunities. We provide realistic progression pathways nationwide and the chance to work with new technologies and ways of working.

About Us: Our organisation is committed to delivering exceptional financial services to our members. We strive to foster a culture of innovation, excellence, and teamwork.

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