IT Support Team Leader

3 weeks ago

Melbourne, Australia Melbourne and Olympic Parks Full time

About the role

We are looking for an IT Support Team Leader to join our Technology team.

The IT Support Team Leader will provide leadership and guidance to the IT support team while actively participating in Level 1, 2, and 3 support for all internal systems. The Team Leader ensures that service requests and incidents are resolved within agreed SLAs, and that high-quality customer service is delivered to all stakeholders.

This role is a key part of the Technology team, supporting our core business of Event Delivery & Precinct Management by providing robust, secure, and highly available IT infrastructure & services to support M&OP's operational activities.

Here are some of the things you’ll have the opportunity to be involved in:

IT Projects and Event Delivery

You’ll be a technical lead for IT projects, you will design and provide IT solutions across a range of exciting events held across our precinct, including the Australian Open You’ll maintain a strong understanding of the precinct technology capabilities and support the development of improvements for the future. You’ll build and maintain strong working relationships with our staff, tenants, suppliers, promoters, and hirers.

Team Leadership

You’ll support the management of the IT team providing guidance, support and leadership ensuring the development and advancement of the team. You’ll support the successful completion of daily, weekly, and monthly IT BAU requirements. You’ll manage a small team of IT Support Technicians.

What you will bring to the role:

You strive to continuously improve

Innately, you are driven for ‘better’. You look for better ways of doing things that balance improved outcomes across both what you do and how you do it. From a process perspective – efficiency is your end goal.

You build strong effective relationships

You are a keen collaborator and build strong relationships across various stakeholder groups. You have good communication skills and make IT topics easily understood. You bring a high customer service focus and pro-active approach to problem-solving to support your customers.

You don’t mind getting your hands dirty

We are an “all in” organisation, where everyone gets involved and no job is too small for someone to do. You enjoy jumping in to solve problems and are passionate about being part of a supportive engaged team.

Qualifications, Skills & Experience
 Essential

Information Technology degree. Industry-recognized certification in the technical competencies relevant for this role, including but not limited to: Cisco CCNP certification, VMware Certified Professional, Microsoft Security and Microsoft Technical Professional. Minimum 5 years’ experience in a similar role. Proven experience working in complex technology-based projects. Exposure to the full employee lifecycle management, including leading, coaching, and developing the team, whilst advocating a customer focused collaborative approach. Team-oriented, self-sufficient, flexible with hours, participate in the on-call roster and respond to high severity escalations and can take ownership, plan, prioritise and manage multiple tasks through to completion. Excellent analytical skills and attention to detail. Proven experience installing, configuring, and supporting Cisco network switching and routing within a complex corporate environment. Skilled in installing, configuring, deploying, and managing Windows Servers, Active Directory Domains, Group policies, Office 365, SSO, File and Print, DHCP & DNS services. Skills and experience with the applicable Microsoft technologies that support Modern Workplace Management. Hands-on technical L3 background supporting & troubleshooting servers, VMware virtualisation, cloud, storage/backups, mobility & networking. Good understanding of ITIL and Incident, Request, and Change Management processes and tools.

Desired

ITIL Foundations qualification desirable. Experience with solutions across Zero Trust pillars. Thorough knowledge of IT and network security best practices. Microsoft Certifications.

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