Service Desk Team Leader

**Flourish Australia has an exciting brand new opportunity for a Service Desk Team Leader to join our IT Team based at our Support Hub**:
The position available is:

- **Ongoing Full-time (76 hours/fortnight)**:

- **Working Monday to Friday**:

- **Based in Sydney Olympic Park with flexible working from home arrangements available**

**About this Opportunity**:
The Flourish Australia Service Desk Team Leader is responsible for providing efficient support and assistance to end users in relation to computer hardware, software, telecommunications, and peripheral products, ensuring compliance with Flourish Australia’s policies.

As the IT service desk is usually the first line of computer support within an organisation, this role will focus on increasing user and customer satisfaction, whilst supporting and driving the improvement of internal and external operations and systems. They do this with the support of a team of Service Desk Officers, who are responsible for ensuring that all computer related issues are dealt with promptly and effectively.

**_ As the Service Desk Team Leader, you will:_**
- Provide expert technical advice and supervision to Service Desk Officers to assist in the resolution of technical problems and ensure appropriate technical standards are maintained.
- Being a role model through the delivery of outstanding customer service and the troubleshooting/resolution of issues raised in service tickets.
- Devise strategies to facilitate improvement, engaging in performance management, and motivating and empowering team members.
- Monitor and manage service desk tickets & call queues in line with agreed, and developed, Service Level Agreements (SLAs) and organisational need and impact.
- Develop and prepare regular reporting on the service desk SLAs.
- Take part in the resolution of service tickets.
- Support IT team members including providing regular feedback on performance to improve service levels, response times and customer service to Flourish Australia staff.
- Manage and coordinate team or individual training which improves the service delivery of the service desk.

**For more information on the Service Desk Team Leader role including full list of key tasks and responsibilities, please review the **Position Description.**

**Selection Criteria**:

- Essential:_
- Degree in IT or related degree, and/or certificates in Information Technology Infrastructure Library (ITIL).
- Minimum 3-5 years' experience in an IT Service Desk and/or in an IT Lead role.
- Technical knowledge and/or experience supporting Apple (macOS and iOS) and PC hardware, software and network configurations.
- Sound organisation skills and the ability to prioritise workloads and to effectively manage multiple concurrent activities, whist maintaining attention to detail.
- Demonstrated customer advocacy skills and proven ability to build strong relationships with a range of internal and external clients.
- Current Australian Driver’s Licence.

**The Benefits**:

- **Attractive remuneration package**:

- **Tax-Free Salary Packaging** available up to $15,900
- Generous leave provisions including **17.5% leave loading+ 2 additional days of personal leave+ extra day paid leave over Christmas/New Year + 10 weeks paid parental leave**:

- Exclusive personal** Fleet pricing discounts** with our preferred automotive supplier
- Family-friendly and **flexible working conditions**:

- **Comprehensive infrastructure** including a laptop, mobile phone and other resources for work purposes
- Opportunities for **professional development and training** such as Mental Health First Aid, ASIST and relevant Team Leader training (where applicable)
- Access to our free, confidential **employee assistance program**:

- **Inclusive initiatives** such as our **Rainbow Network and YarnUp** for Aboriginal and Torres Strait islander staff
- **Employee discounts** at 350+ popular retailers (Woolworths, Expedia, Myer, Kmart etc)

**Who we are**:
Flourish Australia is one of Australia’s most experienced community mental health organisations. Our purpose is to support people to flourish, believe in their futures, and become contributing members of the community. Our services are comprehensive and highly personalised because each person’s experience will be different and their needs, as an individual, are unique. Together we set goals, connect individuals with the right people, support services and opportunities to meet their needs.