Desktop Support Team Lead

1 week ago

Melbourne, Victoria, Australia Red Energy Full time

**Full Time, Permanent**
Red Energy is owned by the Mighty Snowy Hydro, making us 100% Australian owned and operated. With over 1200 employees we enjoy a balance between working from home and in our amazing 5 story building in Richmond. As we work to maintain our 12 year award winning customer service, we strive to provide the best experience on all avenues for our internal and external customers.

We have an exciting new opportunity that doesn't come around too often, our Technology and Development team are looking for a passionate IT enthusiast to step in as Desktop Support Team Lead on a full time, permanent basis. This is a role that will see you provide strong technical support to a team of various tenures and capabilities, alongside managing their performance and output for our business.

**As the Desktop Support Team Lead**:

- Manage, lead, inspire and maintain a high-performing Desktop Support team.
- Develop the team's capability by delivering support in various forms to achieve high performance.
- Assist the team with call queue and ticket management as and when required.
- Ensuring tickets are regularly updated, ensuring that all customers are attended to in a timely manner.
- Managing a team roster to ensure adequate resourcing is in place to support customers.
- Build and maintain strong working relationships with internal customers, business stakeholders and T&D teams to ensure a positive customer and end-user system experience.
- Assisting with production incidents as and when required to speed up the resolution.
- Deliver systematic, accurate and regular incident management reporting, while maintaining high quality documentation, for all reporting requirements.
- Evaluate outcomes to proactively develop and initiate ongoing improvements for future processes.
- Liaise with business and project stakeholders as required to provide operations guidance and input.
- Minimum 5+ years of IT industry experience.
- Advance Knowledge of tools such as Active Directory, Microsoft Deployment Toolkit and Google Admin.
- Understanding and experience with PowerShell and automating tasks.
- Experience maintaining a mobile hardware fleet (laptops, mobile phones, tablets), including deployment and maintenance.
- Experience working with endpoint management solutions.
- Experience supporting AV & VC conference facilities, ideally within a Google Workspace environment.
- Experience working with Helpdesk ticketing systems and an ITIL environment.
- Knowledge of contact centre environments and solutions (Genesys / Cisco Call Manager).
- A logical thinker who likes tackling challenges and working with new technologies.
- A security-minded individual with an understanding of security principles and methodologies.
- Understanding of Change Management concepts, policies and ITIL practices

Job Reference: RED00100997

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