Service Centre Technical Team Leader

6 days ago

Melbourne, Australia Civica UK Ltd Full time

Civica is a global organisation of over 5,000 employees, providing smart software to deliver the public services of the future and improve outcomes for citizens.

We are problem solvers and experts in our field. And we love what we do because it makes a difference to those who really need it.

It’s our team, that makes our culture truly amazing. We are looking for people who can share in our values of Knowledge, Integrity and Action.

**Requirements**:
The Technical Team Leader is a of customer facing role and is responsible for ensuring the effective delivery of ticket response, progression and resolution in line with SLA and OLA targets for the Service Centre when supporting and servicing our Cloud & Managed Service customers and Group IT Internal users/customers.

The role is responsible for driving efficiency within the team including resource management and contributing to overall cost per contact targets. They will act as a role model in Customer Service and to ensure that all customer issues, incidents and escalations are resolved in a timely and professional manner. This will include working with Technical Operations, Customers (internal and external) and Third party Suppliers.

**Your experience**
- Effective people management skills with the ability to change priorities at short notice and manage objections that may arise
- Experience in Internal IT support and IT asset Management
- Hands on experience on Active Directory, SCCM, IT Asset Management and ITIL Service Management tools
- Effective people management skills with the ability to change priorities at short notice and manage objections that may arise
- Proven IT service delivery management experience with a strong understanding of ITIL, ITSM etc

**Benefits**

**Why you’ll love working with us**

We invest in our people because we know, that when our people are happy they will work better and have greater work satisfaction. We are an Australian Business Awards Employer of Choice and a UK Financial Times Diversity leader for the second year in 2021, rising 400 places and ranking 10th overall in the IT and software sector. We work with leading organisations such as the Tech Talent Charter and White Ribbon

**So here at Civica, we look after you. Here’s what you can expect**:
**Career opportunities -** we take great satisfaction in seeing you grow and share your knowledge to other parts of our large business

**We’re all different -** and we love this about us. We provide an inclusive, safe and welcoming environment to all Civicans, new and old

**Focus on learning-** there are heaps of opportunities to enable you to grow and be your best.

**Giving culture -** we encourage you to “give back” with benefits such as our Donate a Day leave where you can volunteer for a charity of your choice

Do you see yourself in this role? If so, then we would love to hear from you. Please include a cover letter outlining how your experience, aspirations and values are a match, along with your resume and we will take it from there.

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