Service Desk Team Leader

2 weeks ago

Canberra, ACT, Australia Electro Optic Systems Pty Ltd Full time

Posted: 28/10/2024

Closing Date: 27/12/2024

Job Type: Permanent - Full Time

Location: Symonston

Job Category: IT

**About Us**
The defence business develops and produces remotely controlled weapon systems and ancillary products. These systems are adaptable to suit potential customer weapon inventories and comprise state-of-the-art gimbal mounts, fire control systems and world-class sensor units. We continually strive to help our people achieve personal goals, engaging them in challenging and inspiring projects that shape our future.

Company Benefits
- Structured friendly and supportive team
- Learning and development support.
- Opportunities for further career development
- Free Parking
- EOS is an Equal Opportunity Employer.

**About the role**
As Service Desk Team Leader, you will be leading the EOS Service Desk to providing level 1 and 2 support to EOS staff based in Australia, Singapore, and the Middle East. You will work in close collaboration with the EOS ICT Regional Manager to develop the EOS Service Desk as a professionally managed environment.

**In this role you will**:

- Manage & improve call center coverage & ticket handling.
- First level escalation point for timely resolution of tickets & critical incidents.
- Software & hardware support to end users.
- Maintenance of CMDB & Asset Management.
- Generating Technical & Managerial reports to monitor Service - desk performance.
- Mentoring & Coaching Service Desk team.

**Desired Skills and Experience**:
**About You**
As a Service Desk Team Leader, you will be willing to learn and be responsible for technically demanding tasks. You will have a positive attitude and be a punctual and relied upon team member. You will have a high attention to detail and work effectively along with the team to meet the deadlines.

**Experience**
- Tertiary qualifications in Information Technology or relevant industry experience.
- 5+ years of experience as Service Desk Team Leader or similar role.
- ITIL V4 Foundation required.
- Demonstrated management and deployment knowledge of MS Windows 10/11, MS Office 2019, O365 and Intune.
- Sound knowledge of VPN, IE, and Network Connectivity fundamentals

**How to Apply**
**Due to Australian Government baseline security clearance requirements for this role, you must be an Australian Citizen and eligible to obtain and maintain appropriate security clearances**.

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