About the Role:
The IT Service Desk Team Leader is responsible for overseeing the operations of the IT service desk, ensuring efficient and effective support for end-users. This role involves managing a team of IT support specialists, coordinating service delivery, and maintaining high standards of customer satisfaction. The team leader acts as a bridge between the IT department and users, addressing technical issues, and implementing solutions to enhance service quality.
Duties and Responsibilities:
- Team Management: Lead and mentor a team of IT support specialists, fostering a collaborative and productive work environment.
- Service Delivery: Oversee the daily operations of the IT service desk, ensuring timely resolution of user inquiries and technical issues.
- Performance Monitoring: Track and analyze service desk performance metrics to identify areas for improvement and implement strategies to enhance efficiency.
- Customer Support: Provide direct support to end-users, addressing complex technical issues and ensuring a positive user experience.
- Process Improvement: Develop and implement process improvements to streamline service desk operations and reduce resolution times.
- Communication: Act as a liaison between the IT department and users, facilitating clear communication and understanding of IT policies and procedures.
- Administrate and provide support for all LAN, WAN and VoIP infrastructure at multiple sites
- Maintain and update firewall, proxy and PABX as per company regulation
- Monitor and restore weekly backups
- Monitor and report File Server quota
- Ad hoc duties as required
- Project duties as required
- 4 years + of experience with comprehensive knowledge in both technical support for Networking, and IT Help Desk technical support
- Strong leadership and team management skills
- IT Security Certificate (Desirable)
- Generous discount on company products
- Access to discounts and special promotions with retail partners
- Access to wellbeing platform
- Heavily discounted gym membership
- Onsite parking
Operating for over 20 years in Australia, New Zealand and the United Kingdom, people2people, Edge Recruitment, and Frog Recruitment are an award-winning recruitment group and HR solutions provider. As an inclusive workforce, we welcome everyone and encourage our employees, clients, and candidates to showcase their authentic selves.
Should you require reasonable adjustments throughout the recruitment process, we encourage you to make a request by phoning the above-mentioned recruitment consultant to discuss. In response to these requests, we will collaborate closely with you to implement the appropriate adjustments.
