Service Desk Team Leader

3 days ago

Fyshwick, Australia Willyama Services Full time

We’re on the lookout for an ICT Service Desk Team Leader who embodies strong leadership, technical prowess, and a customer-first mindset. If you excel in communication, problem-solving, and can adapt to the ever-changing IT landscape, we want to hear from you. Your experience in the delivery and support of cloud-based services is crucial. If you’re passionate about delivering top-notch technical services and looking to progress into a leadership role, let’s connect.

What You’ll Do:

- Lead a small team of service desk analysts, focusing on development through regular feedback and training.
- Ensure adherence to established ICT and cyber security policies, procedures, and protocols for incident management and response.
- Collaborate with other team leaders, managers, and stakeholders on ICT and cyber security issues, initiatives, and projects.
- Handle complex or escalated incidents and requests, providing technical expertise and guidance to both the service desk team and clients.
- Identify and implement opportunities for process improvement, automation, and innovation within the service desk function.
- Stay updated on the latest trends, threats, and best practices in cyber security, sharing relevant information and knowledge with the team and clients.

What We’re Looking For:

- Australian Citizen with the ability to hold and maintain an Australian Government Security Vetting Agency (AGSVA) NV1 security clearance.
- A tertiary qualification in information technology, cyber security, or a related field, or equivalent work experience.
- At least four years of experience in a technical support role, preferably with Microsoft Azure cloud services.
- Strong knowledge and skills in cyber security concepts, tools, and techniques, including network security, vulnerability assessment, encryption, authentication, and incident response.
- Excellent communication and interpersonal skills, with the ability to effectively engage with both technical and non-technical audiences, and to lead and inspire a team.
- Exceptional customer service and problem-solving skills, with the ability to manage multiple tasks and prioritize effectively in a dynamic environment.
- Industry certifications in cloud computing, ICT systems, networking engineering, and cyber security are highly desirable.

If this sounds like you, we’d love to hear from you

At Willyama Services, we value diversity and are committed to creating an inclusive environment for all employees. We encourage individuals from all backgrounds to apply.

**Benefits**:

- Employee mentoring program
- Referral program
- Travel reimbursement
- Work from home

Schedule:

- 8 hour shift

Work Location: Hybrid remote in Fyshwick, ACT 2609

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