Manager End User Compute

**WHY BAI COMMUNICATIONS**
- It's an exciting time to be part of BAI Communications. Building on our achievements in broadcasting, telecommunications and critical communications, we continue to expand our operations, helping connect people, support communities and advance economies.
- A leading communications infrastructure provider, BAI operates an extensive broadcast network across 751 sites, delivering fully managed television and radio services covering 99% of the Australian population. In times of crisis, such as natural disasters, national broadcasters rely on BAI to maintain their communications with the public, and emergency services trust us to keep them connected and informed.
- With the acceleration of 5G technology, BAI leverages its global experience to enable ubiquitous coverage in buildings, tunnels, stadiums and other congested hard to cover areas, as well as contributing to the creation of smart precincts.

**LET'S EXPLORE THE ROLE**
- As the Manager, End User Compute, you will be responsible for providing technical expertise, managing a team of service desk professionals, and ensuring the smooth operation of our IT support services. You will serve as the primary point of contact for escalated technical and procedural issues, oversee daily operations, and be responsible for generating operational reports to monitor and improve the team's performance.

**Key Responsibilities**:

- Lead and mentor a team of service desk technicians, fostering a positive and collaborative work environment.
- Provide coaching, training, and guidance to team members to enhance their technical skills and customer service abilities.
- Provide second and third level support services for end-user devices including software and hardware investigations, provide training and guidance to end-users on device and software topics, and assist in diagnosing and resolving hardware issues for end user devices, working with the vendor as required.
- Conduct regular performance evaluations and set individual and team goals.
- Act as an escalation point for complex technical issues, including hardware, software, and network problems.
- Ensure that the team delivers exceptional customer service and maintains high customer satisfaction levels.
- Handle customer escalations and complaints promptly and professionally, striving for fast resolution and client satisfaction.
- Develop and maintain operational reports and performance metrics to assess team performance.
- Analyse data to identify areas for improvement and implement corrective actions as necessary.
- Provide regular reports to management on team performance and key performance indicators.
- Continuously review and enhance service desk processes and procedures to optimize efficiency and effectiveness.
- Identify opportunities for automation and efficiency gains within the team.
- Collaborate with other IT teams and departments to ensure seamless service delivery and issue resolution.
- Participate in cross-functional projects and initiatives as required.
- Provide technical support and guidance on the implementation of project-based initiatives.
- Ensure that standards are maintained, and processes are adhered to, identifying areas where improvements can be made, and automating tasks wherever possible.
- Document new solutions as they are implemented and updating existing documentation where configuration or processes have been changed.
- Always follow existing processes and procedures and look for ways to improve the way we operate.
- Provide procedural and technical analysis on new and IT projects and initiatives for compliance with IT best practice, standards and architectural landscape Provide after-hours support as required for scheduled changes where applicable.

**LET'S HEAR ABOUT YOU**
- You will have a clear understanding of software deployment technologies including **EPM**and **Intune**:

- Excellent communication and interpersonal skills
- Advanced knowledge of **Microsoft Office 365, Azure Technologies**:

- Commercial and proven experience in supporting desktop hardware and operating systems
- Experience in managing technology vendors to an agreed outcome and to obtain technical support
- Excellent written communication skills
- Intermediate to advanced **PowerShell**abilities essential
- Demonstrate knowledge of ITIL and align activities and processes with this framework
- Ability to lead a small team effectively with 4+ years' experience in people management
- Degree in Information Technology or a related discipline
- ITIL v4 Foundation certification essential, advanced ITIL certifications highly regarded
- Be comfortable to work in the office 4 days a week (flexibility on days)

**BENEFITS & CULTURE**
- We stand for being courageous and doing what matters, living by our core principles; One BAI Team, Customer First, Adapt and Learn and Drive Sustainable Growth, you will be provided with every opportunity to thrive at BAI.
- Some of the reasons you should con