Desktop Team Lead

18 hours ago

Brisbane, Australia Brennan IT Full time

**Why work for Brennan?**
We are a national company with a reputation for delivering technical excellence, innovation and high-quality service to the mid-market and have backed up that statement by winning the #1 Managed Service Provider in Australia for the past 10 years in a row.

**Brennan IT benefits include**:

- Opportunity for rapid growth in technical skills
- Support structure to get help on complex issues
- $5K technical certification bonus per annum ($1K per Cert)
- A strong culture underpinned by values that are truly lived every day
- Flexible working environment
- Team of knowledgeable people to work with
- Amazing recognition programs - monthly culture awards, an all-expenses paid international trip and gift vouchers
- A focus on health and well-being with social clubs, sporting teams, team lunches, and more
- Discounted IT hardware and software products

**Your role**:
As a Desktop Team Lead, you will be leading a team of technical specialists, providing an escalation point for staff issues, ensuring the Team is achieving their KPI’s and a providing a technical sounding board as required. The role also requires a reasonable degree of technical skill across a broad range of areas in IT infrastructure and a good understanding of ITIL processes.

**Key activities**:

- Team Operational Management (Including Leave, Roster, On-Call, Queue Management, Ticket Execution as required)
- Technical Leadership & Escalation Point
- Provide L2/L3 support for service delivery teams and resolve technical issues
- Staff Management (Including 1:1’s, Personal Development Plans and Team Meetings)
- Team Capacity Management & Workload Balancing
- Ensuring Quality Delivery within Team
- Supporting Team Development through Coaching & Mentoring of Team Members
- Ensuring Staff Engagement Levels are on target
- Client SLA Management & Contract Adherence
- Development of ITIL Aligned Operational Processes
- Scheduling of onsite support at client locations
- Problem management
- Maintain and administer systems, which includes Desktops (Windows OS), Microsoft Office suite, basic printing and Windows server support. Also includes end user support and liaising with 3rd party vendors as needed.
- Ensure service quality through technical competence and attention to detail

**Key skills required**:

- Minimum of 1 year in a leadership role and able to demonstrable experience in technical team management
- Minimum of 5 years work experience in a senior technical role
- Prior experiencing with consulting services
- Reasonable experience working within Enterprise IT systems
- Maintain effective stakeholder involvement and engagement with decision making process
- Problem Solver and analytical
- Demonstrated ability to train, coach and mentor staff
- Ability to delegate effectively
- Drives team accountability and collaboration

**Note**:As part of our hiring process, you will be required to undertake a National Criminal History Check.

**Brennan IT **is an equal opportunity employer.

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