Team Lead

5 days ago

Canberra, Australia NEC Australia Full time

**Permanent full-time position**:

- **NV1 Security clearance required**:

- **Leadership Position**:

- **Canberra based for a large and important Federal Government Agency**

NEC has a century-long history of innovation and for over 50 years in Australia, NEC has built a sophisticated technology and anything-as-a-service company which brings together the best technology and the smartest people driving customer service excellence. With a major focus on Public Safety, we deliver a complete portfolio of ICT solutions and services to large enterprise, small business and government customers.
We are now looking for a Team Lead to join our team supporting a large Federal Government Agency.
**Primary Objective**
Providing management direction, support, mentoring and guidance to a team of Service Desk Agents within a 24x7 rostered Service Desk environment, including first line call reception, event monitoring, incident creation, diagnostics and resolution for all incidents managed by the Service desk.

**Duties and Responsibilities**
- Manage a team of Service Desk Analysts to achieve the best customer service outcomes by coaching, mentoring and directing their day to day activities
- Provide a high level of Customer Service and technical support to customers in relation to all proactive and reactive incidents
- Acting as the escalation point for incidents escalated by the Service desk team and being the interface with other internal groups and external customers
- Performance management of the Service Desk staff and helping in their growth and development within the organisation.
- Use troubleshooting tools and techniques to diagnose and implement control actions as necessary to ensure availability including performance in terms of capacity, utilisation, and availability in accordance with relevant Service Level Agreements.

**Experience and Skills Required**
- Extensive Customer Service experience in a ICT Service environment
- Excellent customer relationship skills
- Professional communication skills with the ability to communicate to a diverse audience
- Previous experience in provision of technology support/guidance to lower level technical resources
- Ability and willingness to coach, adapt and motivate staff members
- Microsoft technologies experience including SCCM, A/D, Microsoft Server, File, Print etc
- Hands on experience in supporting ICT technologies
- Ability and willingness to work in a large Service desk environment on a rostered basis.

**Come work with us**:
At NEC, we offer an outstanding working environment, fantastic corporate culture and an excellent track record of internal promotions along with continuous learning and development opportunities. We place great emphasis on our staff satisfaction and you will enjoy a wide range of benefits such as flexible work options, paid parental leave, NEC Partner Product Discounts, access to great discounts at many retail providers, health and wellbeing program and much more.

**Job Types**: Full-time, Permanent

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