lead desktop / service desk team leader in Western Sydney

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job details

posted
location
western sydney, new south wales
specialism
IT & ICT
job type
permanent
working hours
Full-Time
experience
3 years
reference number
90M0362044_1537745678
contact
paula zacharakis, randstad
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job description

As a Lead Desktop/Service Desk Team Leader you will be responsible for managing the day-to-day high performance of Service Desk operations aligned to ITIL best-practice standards.

As a Lead Desktop/Service Desk Team Leader you will be responsible for managing the day-to-day high performance of Service Desk operations aligned to ITIL best-practice standards.

Must be able to drive to work.

On a daily basis your responsibilities will include:

  • Daily queue/workload management, including team rostering & day-to-day operational management of the Service Desk teams.
  • Comprehensive weekly & monthly management reporting (both internal & client).
  • Indepth analysis of tasks and work outputs to drive consistent quality outcomes and continuous service improvement (CSI).
  • Operational-level client liaison and management.
  • Direct involvement in team recruitment & retention, including coaching, cultural development and performance management.
  • Escalation and priority incident management.
  • Consistently challenging the status quo and identifying ways to improve service efficiencies and customer outcomes.

To succeed in this role you will have:

  • Proven experience in a call centre/service desk management role.
  • ITIL experience (certification preferred but not mandatory).
  • Strong experience with Office 365, Active Directory and Exchange.
  • Possess a “can-do” attitude.
  • Exceptional time management, prioritisation and organisational abilities.
  • Outstanding verbal and written communication skills
  • Highly developed documentation and report-writing ability.
  • Strong attention to detail.

Must have a car as public transport is not easily accessible.

Attractive salary package is on offer for the successful candidate.

Please call Paula Zacharakis @ Randstad Technologies on 02 8235 3367 or just hit the apply button below.

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.

skills

Lead Desktop / Service Desk Team Leader

qualification

Proven experience in a call centre/service desk management role.
ITIL experience (certification preferred but not mandatory).
Strong experience with Office 365, Active Directory and Exchange.

responsibilities

A market leader in the distribution of retail products is seeking a Lead Desktop/Service Desk Team Leader based in Western Sydney on a permanent full time basis.

educational requirements

Associate Degree/Diploma