AddressAbout us:
Digital61 is a Canberra based, Australian Managed Service SME: a cloud native, systems and security integrator, dedicated to helping Government and Critical National Infrastructure providers unlock the Simplicity, Mobility and Security of cloud.
We embody these three principles in the solutions and services which we design, deploy, and manage.
Simplicity
Digital61 meets our customers’ requirements with the simplest, standards-based solutions: simplicity is the key to system management and security.
Mobility
Digital61 assist business to unlock the inherent mobility embedded in cloud: ensuring mobility is deployed in a secure and stable manner, without disruption to existing processes.
Security
Digital61 builds security into all services and solutions: providing accredited IRAP assessors (Infosec Registered Assessors Program) and security analysis capability to all managed services.
The opportunity:
The ICT Service Desk Team Leader will guide and support a small team for one of our clients. Working to the account Service Delivery Manager your responsibilities include but are not limited to.
- Lead, mentor, and motivate Service Desk technicians.
- Set performance expectations, prioritize tasks, and ensure timely issue resolution.
- Maintain a customer-centric approach and handle escalated issues.
- Streamline processes, analyze data, and foster team development.
- Provide a high level of customer service to the client and proactively identify and resolve issues.
- Generate regular reports on Service Desk performance metrics.
What we will look for:
The successful candidate will be passionate about IT and people focused to ensure smooth team operations and effective collaboration.
Essential:
- Previous experience in a Service Desk or technical support role.
- At least 2 years’ experience in the delivery of IT services and contracts.
- Strong leadership and team management skills.
- Understanding of technical concepts and frameworks.
- Excellent verbal and writing communication.
- ITIL experience with a good understanding of problem, change, and incident management.
- Must currently hold or be able to obtain an Australian Government Security Clearance
- Demonstrated commitment to customer service excellence.
- Proficiency in using Service Desk software and ticketing systems.
Desirable:
- Recent experience in a similar position, preferably within an outsourcing environment.
- Experience in Service Management.
- Commercial and financial awareness.
- Negotiation skills with a view to obtaining a win/win situation for all parties.
- Relevant industry or tertiary qualifications or training, e.g., Nationally accredited Certificate or Diploma with IT or Business Major.
- Project management understanding.
- Ability to work under pressure and manage multiple priorities.
Applicants must be able to obtain an Australian Government Security Clearance to be considered for this opportunity at Digital61 and will undergo a police check.
