End User Computing Team Lead

9 hours ago

Melbourne, Victoria, Australia Metro Trains Melbourne Full time

**Location**: Melbourne, VIC, AU

**Company**:metrotrain

**COMPANY DESCRIPTION**

Metro Trains Melbourne (MTM) is a multi-award-winning organisation, and we pride ourselves on our team of honest, high performing professionals who are talented, inclusive and safety focused and who are at the core of our success.

This is your chance to be part of an organization working on multiple projects in Victoria's Big Build which is delivering 165 major road and rail projects, including Metro Tunnel, a second underground railway for Melbourne with 5 new stations, removal of 85 level crossings across Melbourne and the Melbourne Airport Rail.

**ABOUT THE ROLE**

The purpose of the End user Compute Team lead is to manage the End user compute team to action the day-to-day tickets. This role ensures the End user compute function runs efficiently and effectively and is pivotal to supporting the MTM business functions.

**KEY RESPONSIBILITIES**
- Day-to-day management of all customer-facing teams to ensure all teams work towards the same goals.
- Continuously monitor metrics and leverage customer feedback to drive continuous improvement of service practices.
- Launch new initiatives and projects that improve upon support-related processes to meet changing customer needs.
- Ensures Assets relating to end user compute are accurate in Asset management system and that there is always sufficient end user assets stock on hand
- Performs staff scheduling to ensure there is coverage during normal business hours and on-call support / after-hours co-ordination as required
- Oversee recruitment, hiring, development and training of new employees on all customer support teams.
- Monitor team productivity and address issues as they arise to ensure maximum efficiency and consistent service experiences

**SKILLS AND EXPERIENCE**
- A minimum of 5 years' support services experience in IT Help Desk and/or Desktop Support operations troubleshooting PC, peripheral, and network issues AND 1 to 3 years of supervisory experience
- ITIL Foundation Certificate OR ITIL v4 Foundation Certificate is desirable
- Experienced in Microsoft environments of 3000 + end users
- Experience managing teams within varying skillsets

**WHY WORK FOR METRO**
- All Metro Employees receive a free Myki pass that allows free Public Transport in Victoria.
- Metro supports work/life balance, and we would like to hear from you about what flexibility means to you
- Full time permanent term opportunity
- Opportunity to work on significant projects that are contributing to modernising Melbourne's Metropolitan Network

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