Service Desk Team Leader

3 days ago

Sydney, Australia Eighty20 Solutions Full time

Opportunity to grow your leadership skills
- Gold Microsoft Consultancy
- Flexible WFH options

**Service Desk Team Lead**

**Location: Sydney/WFH**

**Role Type: 6-month Contract**

**About us**:
Eighty20 Solutions is an Australian based Microsoft Gold partner specialising in cloud transformations and strategic adoption. Our company was born in the cloud and our team of Microsoft consultants are experts in maximising cloud investments and modernising the workplace.

Since our inception, we’ve successfully transformed some of Australia’s largest companies leveraging our unique delivery approach focused on enhancing organisational performance.

Eighty20 attracts people who value a supportive and progressive team culture, rewarding exceptional people for consistently high standards of delivery. Our Service Desk Team Leads provide quality technical support services to our customers, as a single point of contact for Eighty20 Service Desk reporting, staff rostering, and incident escalation while adhering to customer SLAs in both BAU and Project Delivery.

**About the role**:
The primary purpose of the role is providing onsite and remote support with a large client, to all levels of the business for in-scope services. This includes:

- Oversee quality technical support services to all users in a professional, responsive and effective manner as the single point of contact for Eighty20 Service Desk reporting, staff rostering, and incident escalation.
- Providing regular SLA reporting on Service Desk performance metrics across ServiceNow and VOIP call management systems
- Manage the availability of up to six (6) Eighty20 staff across a rotating roster of 8hr weekday shifts supporting a New Zealand customer base with start times ranging between 5am & 9am AEST.
- Managing escalation of L2 / L3 incidents and problems through documented ITSM escalation processes.
- Taking ownership of tickets assigned to all Eighty20 Service Desk staff by tracking, monitoring, following up, prioritising, escalating incidents and coordinating with appropriates teams to resolve in a timely manner
- Writing/updating Support Documents and/or Knowledge Articles with up-to-date information, to support self-serve and other assignment groups to efficiently resolve problems/issues.

**About you**:

- Proven team leadership skills in a large enterprise environment.
- Minimum 3 years customer facing IT support experience with strong customer facing skills, business acumen and integrity
- Minimum 12 months of experience in managing IT Support teams of 5-10 people including incident escalation management, staff rostering and timesheet management
- Experience in producing and analysing Service Desk ITSM and call management reporting.
- Experience in ServiceNow ITSM call logging and management including dashboard creation and reporting, knowledgebase article publication & maintenance, & problem management
- A strong understanding of service management / ticketing tools; and ITIL framework (must have)
- Understanding of enterprise IT identity management concepts (must have)

**Other Important Stuff: Applicants will need to have valid work rights for Australia and be willing to undergo background checks, including probity and police checks.

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