IT Service Desk Team Lead

2 weeks ago

Sydney, New South Wales, Australia Bluefin Resources Pty Limited Full time $100,000 - $130,000 per year

A large financial organisation is on the lookout for an IT Service Desk Team Lead for a permanent position based in the Sydney CBD. The purpose for the role is to lead the provision of technical support to internal staff (including those operating remotely) covering technical and troubleshooting assistance related to computer hardware and software, mobile devices and other technology tools, banking systems and other products. The role is paying up to $130k Incl super for the right candidate. 

Key Accountabilities:

  • Deliver quality customer focused support services in line with agreed services and SLA's.
  • Manage the enhancement of the Service Desk Platform (ManageEngine)
  • Manage the consistent use of agreed tools and methods to address and resolve user identified issues and problems in line with service level agreements.
  • Manage the currency and validity of reference materials to ensure team members can access and apply up-to-date solutions, services and processes.
  • Report against performance metrics to highlight areas where modifications are required for enhancing team performance, customer outcomes and efficiency.
  • Manage and develop a team of staff responsible for the delivery of service support services.
  • Escalate unresolved calls to the 2nd/3rd line support teams in line with agreed processes, including liaising with external vendors and managed service providers.

Experience Required:

  • Significant experience working in a 1st line technical support role with management experience required.
  • Experience of provisioning desktop/laptop/mobile hardware/software plus advanced user and security group Active Directory administration as well as security apps and VPN.
  • Previous experience of virtual desktops and Office 365 environment.
  • A strong understanding of IT security standards and requirements in a highly regulated Banking environment
  • A broad understanding of financial products (i.e. deposit & loan products) and the key business and the inter-relationships with external suppliers to deliver these services
  • A strong understanding and support methods, but not limited to, Windows Servers, Active Directory User Management, Azure Environments, Terminal Services, Windows Desktops, Smart Phones, Tablets and MS Office 365, MS Teams and virtual desktops

If this sounds like your next role, please send an updated CV to Todd Thorn for a detailed discussion.

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