Service Desk Team Lead

**Service Desk Team Lead**
**-**
**(**
**2300005R**
**)**

**Description**

**TEAMWORK thrives here**

**WHY BAI COMMUNICATIONS**
It’s an exciting time to be part of BAI Communications. As a leading communications infrastructure provider, our technical excellence is sought after around the world. Building on our ground-breaking achievements, we continue to expand our operations, helping connect people, support communities and advance economies.

In Australia BAI operates one of the most extensive broadcast networks in the world across 752 sites in Australia. We provide 1,985 fully managed television and radio broadcast services, delivering 126 million broadcasting hours to 99% of the population and provides tower and fibre co-location services for mobile network operators, service providers, enterprise, and public sector customers. In Australia’s harsh environment, our network allows Australia’s public national broadcasters to maintain connection with Australians through floods, bushfires, cyclones and other natural disasters.

**ABOUT THE ROLE**
This is a high touch role where you will provide technical expertise, managing a service desk team (2), and ensuring the smooth operation of our IT support services. You will serve as the primary point of contact for escalated technical and procedural issues, oversee daily operations, and be responsible for generating operational reports to monitor and improve the team's performance

**Key Responsibilities**:

- Lead and mentor a team (2) of service desk technicians, fostering a positive and collaborative work environment.
- Conduct regular performance evaluations and set individual and team goals.
- Act as an escalation point for complex technical issues, including hardware, software, and network problems.
- Collaborate with team members to troubleshoot and resolve technical challenges efficiently.
- Stay current with industry trends and best practices to ensure the team's technical knowledge is up to date.
- Ensure that the team delivers exceptional customer service and maintains high customer satisfaction levels.
- Handle customer escalations and complaints promptly and professionally, striving for fast resolution and client satisfaction.
- Develop and maintain operational reports and performance metrics to assess team performance.
- Continuously review and enhance service desk processes and procedures to optimize efficiency and effectiveness.
- Identify opportunities for automation and efficiency gains within the team.
- Collaborate with other IT teams and departments to ensure seamless service delivery and issue resolution.
- Participate in cross-functional projects and initiatives as required.
- Provide technical support and guidance on the implementation of project-based initiatives.
- Document new solutions as they are implemented and updating existing documentation where configuration or processes have been changed.
- Provide procedural and technical analysis on new and IT projects and initiatives for compliance with IT best practice, standards and architectural landscape Provide after-hours support as required for scheduled changes where applicable.

**ABOUT YOU**
- Have a clear understanding of software deployment technologies including EPM and Intune
- You will have excellent written and verbal communication skills
- Advanced knowledge of Microsoft Office 365, Azure Technologies is a must
- Commercial and proven experience in supporting desktop hardware and operating systems
- Experience in managing technology vendors to an agreed outcome and to obtain technical support
- Intermediate to advanced PowerShell abilities well-regarded
- Demonstrate knowledge of ITIL and align activities and processes with this framework
- Ability to lead a team effectively with a minimum of 4 years people management experience
- Degree in Information Technology or a related discipline

**BENEFITS & CULTURE**
We stand for being courageous and doing what matters, living by our core principles; One BAI Team, Customer First, Adapt and Learn and Drive Sustainable Growth, you will be provided with every opportunity to thrive at BAI.
Some of the reasons you should consider working with us include:

- Our people and a genuine sense of inclusion and belonging with a dedicated Diversity, Equity and Inclusion strategy, Champion Network, membership with the Diversity Council of Australia and access to resources and events.
- A focus on personal and professional development with an established performance framework and access to LinkedIn Learning.
- Access to flexible working arrangements, gender-neutral paid parental leave, study leave, purchased leave and charity and volunteer leave.
- A wellbeing agenda that includes access to health insurance, life, TPD and salary continuance insurances as well as an Employee Assistance Program and regular health care checks
- Rewarding high performance through a Performance Recognition Scheme and peer recognition program
- Access to a number