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IT Service Desk Team Leader

Neami National

Full citizenship for all people living with mental health issues in Australian society

Working closely with the Manager IT Customer Service, the IT Service Desk Team Leader will supervise and develop the IT Customer Service Desk, including appropriate delegation and monitoring of responsibilities, performance management and analysis and implementation of training requirements.

Some members of the IT Customer Service Desk Team are based interstate so regular interstate travel will be required to ensure that these staff members are fully supported in their role.

Role includes:

  • Supervision and mentoring of IT Service Desk staff;
  • Ensuring that the IT Service Desk is an excellent deliverer of Customer Service;
  • Responsible for incidents and service requests ensuring resolution is within the Service Level Agreements (SLAs); and
  • Establishing and ensuring the team’s KPIs are achieved

We are looking for a Manager who possess:

  • Mentor and coach team members to empower them with skills to improve their confidence and product and technical knowledge
  • At least 5 years’ experience working in a multi sourced IT environment managing delivery of a range of IT services to a large user base (800+) within agreed service levels (SLAs)
  • Previous experience using an IT Service Management (ITSM) software system to analyse escalation trends, ticketing statistics and compliance with SLAs
  • ITIL Foundation qualification
  • ITIL Operational Support and Analysis (OSA) highly desirable
  • Personal drive to take ownership of business issues and work on providing a result, even if the issue might be deemed mundane
  • A strong understanding of customer service best practices, ensuring the IT Service Desk Team achieve their KPIs
  • Support the Manager IT Customer Service to manage the procurement and provisioning of goods and services

Further details regarding this opportunity are available in the position description. Some additional hours, including participating in meetings and occasional interstate travel required (salary is inclusive of any reasonable additional hours). If you had further questions relating to the role, please contact:

Name: Megha Sinha, Manager IT Customer Service

Ph: (03) 8691 5400 or M: 0455 415 586

We celebrate multidisciplinary teams and value the rich skills and experiences brought by applicants from a range of sectors and professional backgrounds. Aboriginal and Torres Strait Islander people are encouraged to apply.

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