Service Desk Team Leader

2 weeks ago

Brisbane, Australia blueAPACHE Full time

**The role***:
We have an exciting opportunity for an experienced Service Centre Team Leader to lead a team of 10-15 Level 2 Support Analysts providing remote technical support to a client base of over 150 organisations.

If successful, you will be expected to be responsible for:

- Day to day supervision of your team
- Ensuring Service Centre incidents, problems and requests are resolved within SLAs
- Working with the other team leaders to develop processes and procedures
- Participating in recruitment activities
- Acting as an escalation point for your team

Our Service Centre operates from 7:00am to 7:00pm Monday to Friday.

**Requirements**:
Skills and experience include:

- Previous experience in managing teams of 5 ~ 15 people
- Technical skills and experience providing 2nd / 3rd level support for MS Windows, Office 365, Citrix, VMware and Networking
- Strong understanding of service management principles and practices
- Strong communication skills in both written and verbal
- Ability to prioritise customer and team requirements
- Good understanding of service management / ticketing tools; and ITIL framework
- Exceptional customer service skills; and commercial and business acumen.

**Benefits**

What's in it for you?
- Welcoming company culture that takes pride in promoting diversity and celebrating success
- An inclusive environment that nurtures your self-development with consistent training and support with clear progression options
- Work with supportive teammates in a beautiful office in Milton

**Who are blueAPACHE**:
Since 1998, blueAPACHE has been helping organisations through the provision of IT management, IT strategy and converged IT services to clients across Australia, New Zealand, Asia and North America. By delivering IT as a Service, blueAPACHE has revolutionised the way organisations access technology and communications with affordable solutions in cloud and managed services.

**Interested?**:

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