Service Desk Team Leader

14 hours ago

Melbourne, Victoria, Australia Capgemini Full time $80,000 - $120,000 per year

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you'd like, where you'll be supported and inspired by a collaborative community of colleagues around the world, and where you'll be able to reimagine what's possible. Join us and help the world's leading organizations unlock the value of technology and build a more sustainable, more inclusive world.

Your Role

  • Manage and provide effective guidance to a team of 10-20 Service Desk Engineers, delivering L1 IT support from head office and remotely.
  • Create an inspiring, motivational team environment with an open communication culture.
  • Monitor individual engineer performance against KPIs and agreed metrics.
  • Guide team members in meaningful professional development and encourage growth through mentorship and training.
  • Act as an escalation point and technical advisor in the diagnosis of problems, determining and implementing appropriate solutions, and guiding and/or communicating problem resolutions to customers.
  • Manage the knowledge base and ensure KB articles are kept relevant and up to date.
  • Monitor and ensure adherence to service level agreements and contractual obligations to our client(s).
  • Conduct reporting to detect trends, repeat incidents and common issues; identifying and recommending ongoing service improvements.
  • Liaise directly with internal and external stakeholders on matters related to delivery of IT Service Desk to our client(s).
  • Work Monday – Friday on a variable roster (starting times between 6am and 10:30am).

Your Profile

  • 2-4 years' experience as a Service Desk Team Leader.
  • ITIL Foundations certified.
  • Management certifications highly regarded.
  • Excellent verbal and written communication skills
  • Experience with managing geographically diverse teams highly regarded

What You'll Love About Working Here

  • You will be a part of a diverse collective of free-thinkers, entrepreneurs and industry experts. You will love the exposure to the scale of transformation, the depth of expertise, and the opportunities for growth.
  • We aim to build an environment where employees can enjoy a positive work-life balance. We embed hybrid working in all that we do and make flexible working arrangements the day-to-day reality for our people.
  • At the heart of our mission is your career growth. You will have countless learning and development opportunities from thinktanks to hackathons, and access to 250,000 courses with numerous external certifications crafted to support you in exploring a world of opportunities.
  • We realise a Total Reward package should be more than just compensation. We offer a range of core and flexible benefits and have a Peer Recognition Portal called 'Celebrate'.

Apply today

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.

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