Service Desk Team Lead

**Title**:
Service Desk Team Lead

**Your KBR future - delivering solutions and changing the world**

**About KBR**:
**We are a company of innovators, thinkers, creators, explorers, volunteers and dreamers who all share one goal — to improve the world.**

KBR delivers science, technology and engineering solutions to governments and companies around the world. KBR employs approximately 34,000 people performing diverse, complex, and mission-critical roles in 33 countries.

For 65 years, KBR and its heritage companies are proud to have delivered some of Australia's largest and most complex projects.

With around 2,000 employees in 6 primary offices throughout Australia, we are committed to social and environmental sustainability and delivering projects with a digital mindset driving innovation within our business and for our customers.

We help ensure mission success on land, in the air, at sea, in space and cyberspace for our defence customers. From individual technologies and services to comprehensive project delivery and mission execution, no other company can match the breadth and depth of KBR.

KBR comprises a diverse team who provide a broad spectrum of capabilities across Australia and the Asia Pacific. Our proven project teams readily address complex and multi-disciplinary activities, providing low-risk and cost-effective solutions to the defence force.

Learn more about our business here.

**The Opportunity**:
As the Service Desk Team Lead, you will be responsible for the management of an IT Service Desk, supporting IT environments owned by the Commonwealth of Australia. You will provide high quality leadership and guidance to the Service Desk team, and expert knowledge and support to our clients, under the ITIL Framework.

The Service Desk Team Lead will also be responsible for managing the team's performance, ensuring that Service Level Agreements are met, and identifying & implementing areas for improvement. Your expertise will play a crucial part in ensuring Defence owned IT infrastructure and related systems remain in a state of high availability.

Support Hours: Monday - Friday 8:00am - 4:00pm.

As the service desk is in 24/7 operation, this role may require the need to field after-hours queries from the on-watch Service Desk team or to provide redundancy due to illness or absence.

**Responsibilities**:

- Manage the daily operation of the Service Desk team, ensuring that all service requests are handled efficiently, in accordance with agreed timeframes and the ITIL Framework.
- Provide an escalation point to team members for resolution of all related incidents and/or tasks.
- Produce informative communications and briefings for internal and external stakeholders.
- Develop, Maintain and implement Service Desk policies, procedures, and standards to ensure consistent service delivery.
- Monitor Service Desk performance metrics and identify areas for improvement.
- Coach and develop the Service Desk team to maximise service quality.
- Ensure that Service Level Agreements are met, and that customer satisfaction is maintained.
- Manage the Service Desk team's workload and schedule to ensure adequate coverage and optimal performance.
- Provide technical support and guidance to the Service Desk team as needed.
- Collaborate with other relevant stakeholders to identify and resolve complex technical issues.
- Develop and maintain relationships with key stakeholders, including clients, vendors, and internal teams.

**Essential**:

- Must be an Australian Citizen.
- Must reside in Sydney.
- Must possess, or have the ability, to obtain an NV2 Australian Government Security Clearance.
- Bachelor's degree in information technology or computer science and/or;
- Proven commensurate experience in managing and supporting a Service Desk in a mid to large enterprise environment.
- ITIL Foundations V3 or V4.
- Demonstrated knowledge and understanding of Microsoft Server 2016/2019 environments, networking, general software & hardware, and Active Directory.
- Demonstrated knowledge and understanding of Citrix Studios and Director.
- Demonstrated knowledge and understanding of Vmware Vsphere 7.0+.
- Experience in supporting end users on Microsoft Windows-based platforms.
- Proficient in process analysis, problem-solving techniques, and troubleshooting skills.
- Experience with and an understanding of remote support tools and ticketing.
- Excellent communication and customer service skills.
- Excellent written and verbal communication skills.

**Desirable**:

- Knowledge and understanding of any of the following: Nutanix, Fortinet, Vmware Carbon Black and Elastic.
- Microsoft Certifications or equivalent experience.
- Experience in providing training for team members.

**What we will offer you**:

- A workplace culture certified as a Great Place To Work
- Flexible working
- Competitive salary (including annual reviews)
- Paid parental leave
- Income protection
- Corporate rewards
- Salary packaging/Novated leasi