Team Lead Senior Desktop Support Officer

2 weeks ago

Lindfield, New South Wales, Australia Jaylirra Pty Ltd Full time $90,000 - $120,000 per year

As the desktop support team lead you will:

  • provide advanced technical support, lead, and manage, the NMI Desktop Support team.
  • oversee team operations and maintain a positive and collaborative work environment.
  • coach and mentor team members to enhance their technical capabilities and support career growth.
  • provide Level 2 ICT support to department staff for desktop hardware, software, video-conferencing systems, peripheral devices across multiple NMI sites, and face to face onsite support.
  • provide support to the Desktop Support Team with tasks requiring provisioning and management of ICT equipment for staff and maintaining accurate record-keeping of the ICT asset register.
  • collaborate with Level 3 ICT teams (e.g. Networks, Servers and Infrastructure), including working with external vendors to coordinate hardware repairs, warranty services and system upgrades.
  • monitor and allocate team resources for BAU priorities, ICT tasks and incidents to meet service level agreements.
  • identify knowledge gaps within the team and oversee the development and maintenance of knowledge base articles for continuous improvement and auditing purposes.
  • lead the collaboration with enablement teams to resolve ICT incidents and deliver high-quality customer service to department staff.

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