Service Desk Team Leader

2 weeks ago

Canberra, Australia Unisys Full time

**We Believe in Better**

We are a global information technology company that builds high-performance, security-centric solutions that can help change the world. Enhancing people’s lives through secure, reliable advanced technology is our vision.

Our associates are at the forefront of everything we do, driving our clients’ successes while giving back to communities and making this world a safer and more secure place to live and work. Our success is a direct result of the work of our people who live and breathe our Core Beliefs. Simply put, we believe in better lives. Join us

**Learn more about Unisys and our key solution offerings**:Unisys, Stealth, CloudForte®, InteliServe

**What success looks like in this role**:
Exiting opportunity to lead a new Call Centre/Help Desk team
- Supervising employees who obtain information from services requester, log information into proper call management system and provide information relevant to the call and services provider.
- Guide and support the Service Desk team dealing with incidents, service requests, and advice, ensuring correct prioritization of incidents and service requests based on impact to users to ensure agreed targets and service levels are met and appropriate quality standards achieved.
- Oversee servicing of a range of equipment from workstations to servers to networks.
- Oversee critical production events, targeting and managing trend analysis and metrics reporting. - Perform administrative management of technical support and queue management.
- Recommend changes or improvements with the department and work with other management to integrate policies.
- Maintain performance metrics and survey targets for quality service delivery.
- Oversee daily operations, including schedules, escalations, and reporting. Prioritize projects, identify goals, and assign staff to reach goals.

LI-KP1

**You will be successful in this role if you have**:

- Mandatory NV1 Clearances
- Australian Citizen
- Bachelor’s degree in Information Technology, Computer Science, or related field. - Request Management experience
- ITIL certification is a plus
- 5 years or more in IT Service Management environment. - Demonstrated leadership skills.
- General knowledge of customers supported.
- Competent in MS Office and other standard software - Demonstrates leadership principles that build relationships, sustain morale, and foster employee retention. - Understands and is accountable for service level objectives as defined by contract/client.
- Ability to accurately assess and implement developmental requirements in order to build individual and team capability.
- Ability to set and work towards challenging goals, demonstrating enthusiasm and drive in the pursuit of goals.
- Ability to contribute to the formation and ongoing achievement of team based work structures.
- Ability to assign, oversee, and review the work of employees supervised. - Ability to monitor adherence to schedules and procedures.
- Ability to make recommendations to management on personnel and project-related actions.
- Strong coaching and mentoring skills.
- Demonstrate ability to appropriately deal with difficult clients and situations with the ability to negotiate mutually satisfactory outcomes Usually English is enough to fulfill the role, any additional language of the countries it support is an advantage.

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