IT Service Desk Team Leader

Established in 1959 and with over 56,000 members we're a Mutual organisation supported by a dedicated group of hard-working professionals. By looking at our service, products and digital capabilities in an agile and collaborative way, we put the financial needs of our members at the forefront of what we do.

**About the Role**

Reporting to the Manager IT Operations & Security, the position of Service Desk Team Leader will be part of the IT Team and will lead the provision of technical support to internal staff (including those operating remotely) covering technical and troubleshooting assistance related to computer hardware and software, mobile devices and other technology tools, banking systems and other products. They will take on a team leader role within the IT Service Desk, being responsible for the proactive, continuous improvement of operational processes and practices, as well as actively providing operational support as a member of the IT Service Desk.

As Service Desk Team Leader, you will demonstrate strong leadership and mentoring abilities, the ability to inspire your team, fostering a collaborative environment where opportunities to evolve, clear communication and knowledge sharing are prioritised, and used as core pillars to achieve success. You will translate technical expertise into clear guidance for your team, using data-driven insights to streamline and enhance operational processes. Your role will also involve hands-on analysis, diagnosis, and resolution of a range of technical issues, ensuring both straightforward and complex challenges are addressed efficiently through collaborative problem-solving.

**Key Accountabilities**:

- Deliver quality customer-focused support services in line with agreed services and SLA’s.
- Manage the enhancement of the Service Desk Platform (Manage Engine).
- Ensure consistent use of agreed tools and methods to address and resolve user-identified issues and problems in line with service level agreements.
- Report against performance metrics to highlight areas where modifications are required to enhance team performance, customer outcomes, and efficiency.
- Manage and develop a team of staff responsible for the delivery of service support services.
- Escalate unresolved calls to the 2nd/3rd line support teams in line with agreed processes, including liaising with external vendors and managed service providers.
- Maintain a high degree of customer service, including taking ownership of user problems and following up on the status of problems on behalf of the user, plus communicating progress in a timely manner.
- Produce management reporting with trend analysis.
- Analyse IT Service Desk data to identify and implement improvements to internal IT Service Desk operational processes, as well as looking to reduce call demand by user education or recommending system fixes.
- Take ownership of critical service and senior stakeholder issues, including user communications as appropriate.

**Qualifications**:

- Tertiary Qualifications in related discipline or equivalent
- Relevant Information Technology degree/ diploma
- ITIL Certification

**About you**

This role would be suitable for an experienced IT professional with a strong background in service delivery, technical support, and team leadership.

Additionally, familiarity with ITIL framework and best practices would be advantageous. Overall, this role would suit someone who is proactive, detail-oriented, and has a passion for delivering high-quality customer-focused support services within an IT environment.

**Probity check**

As we are an Authorised Deposit Taking Institution, there is a requirement to complete the standard range of Credit, Police and Bankruptcy checks prior to commencement of employment.

**Why Us**

Australian Military Bank forms an integral part of the wider Defence community. We offer our staff competitive remuneration, discounts on banking and insurance products and ongoing learning and development programs. You will be provided with training and coaching on the job to provide you with the tools to be successful in this role. Australian Military Bank provides realistic progression opportunities nationwide and the opportunity to embrace new technologies and ways of working.

We thank you in advance for your interest, however, only those selected for a pre-screen and/or an interview will be contacted.

**Australian Military Bank values diversity and is an equal employment opportunity employer.