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IT Service Desk Team Lead

2 weeks ago

Greater Sydney Area, Australia Robert Half Full time $120,000 - $133,928 per year

THE COMPANY

This Australian company employs 600+ staff in 13+ sites and delivers critical OH&S services to thousands of Australians daily.

What's on offer:

  • 12-month fixed term contract – maternity leave cover
    .
  • Sydney CBD office location however there's the option to predominately work-from-home (WFH) 4 days/week.
  • 5 weeks (25 days) annual leave per annum.
  • Friendly and approachable team.
  • Ability to both manage and improve the Service Desk function.

THE ROLE & RESPONSIBILITIES

IT Service Desk Team Leader position responsible for overseeing a team of 5xdirect reports and ensuring IT service delivery is maintained and improved for 600+ users in 14+ site locations.

It is an initial 12-month fixed term contract for a maternity leave cover.

There's the opportunity to improve governance and processes across the Service Desk (aligned to ITIL), as well as helping to mature service transition processes when taking projects into BAU support.

Sometime in the office is require but the role can be performed predominantly WFH if needed.

Key elements of the role:

  • Lead, manage, and develop a team of 5xdirect reports – L1/2 Service Desk Analyst's
  • Ensure smooth day-to-day operations of the IT Service Desk.
  • Monitor and report on Service Desk operations and ensure user issues are resolved.
  • Review Ticket dashboards and provide relevant reporting.
  • Facilitate Incident and Service Management requests.
  • Assist with Problem Management.
  • Maintain SLA's and ensure end user satisfaction.
  • Stakeholder communication and management.
  • Manage the CMDB in alignment with ITIL.
  • Develop & manage standard service templates and incident templates aligned to agreed SLA's.
  • Weekly & monthly KPI reporting.
  • Ensure Service Desk processes are aligned to ITIL.

REQUIRED EXPERIENCE / BACKGROUND / KNOWLEDGE

Suitable for an IT Helpdesk / Service Desk Team Lead with an ITIL background, with experience improving processes and governance within Service Desk functions.

Ideal for a 'people person' with proven leadership skills and a strong customer-service focus who isn't afraid to 'roll up their sleeves' when needed and help drive the team forward.

The following is required:

  • Proven experience leading IT Service Desk Helpdesk functions aligned to ITIL.
  • Background successfully leading & developing small to medium sized IT Support teams.
  • Component experience with Incident and Problem Management.
  • Demonstrated experience improving Service Desk processes and governance.
  • Ticketing system experience – preferably ManageEngine
  • Competent knowledge of Microsoft technologies – M365, Intune, Azure etc.
  • Excellent people and stakeholder management skills.
  • Friendly & approachable personality.
  • Successful applicants will be required to complete a background check (including criminal history, COVID vaccination, and references) prior to commencement of employment.

This is a full-time 12-month fixed term contract (maternity leave cover) role offering $120,000 - $133,928 (plus super) - depending on experience.

Note: Full Australian working rights is required for this position and successful applicants will be contacted.