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Form of workRole Title: IT Service Support Team Lead
- Must be an Australian Citizen.
- This role requires a mandatory NV1 or NV2 security clearance.
Job Summary: -
- With 5-7 years of hands on experience in desktop and infrastructure support roles especially in operations and as a lead managing IT Support teams
- Team lead/leadership experience (desirable)
- Experience with Active Directory, and exchange (users, mailbox management etc.), Operating system support (Windows 10 & 7, Linux and other operating systems).
- Experience with Office 365, outlook, exchange and other critical business application support Standalone Support. Complex Software installation and troubleshooting
- Printing (installation, deployment, configuration, disposals)
- Network (triaging, fault diagnostic, root cause analysis)
You will deliver value by:
- Provide leadership and mentorship to technical Support Teams and ensure staff are adhering to relevant processes.
- Responsible for roster management, leave management and staff allocation in collaboration with other Team Lead(s), OM and relevant managers.
- Act as Workflow coordinator to supervise and coordinate the workload of the team(s) ensuring calls are being actioned in an appropriate and timely manner
- Ensure all Open Job tickets are assigned to available team members, all job tickets to be assigned prior to the end of the day.
- Ensure effective technical support is being provided to all the users across Australia
- Working with Service Desk Team Leader to coordinating the technical response and communications during a major IT incident and conducting post incident reviews
- Liaise and work with other support staff (both locally and interstate) and external organizations to ensure the timely and effective delivery of IT services.
- Assist with Providing IT support to users via telephone, email and walk-ins;
- Handle, triage and troubleshoot faults and service requests, perform First in fix and engage the right resolver groups.
You will be successful in this role if you have:
- Work Experience of 3+ years of experience managing IT Support Teams. And 5-7 years of experience in desktop and infrastructure support roles especially in operations
- Degree and/or IT Certifications (Microsoft, CompTIA, ITIL etc.) (highly desirable)
- Good understanding of ITIL framework. Exposure to Linux and virtualisation technology
- Experience with Active Directory, and exchange (users, mailbox management etc.)
- Experience with Operating system support (Windows 10 & 7, Linux and other operating systems)
- Experience with Office 365, outlook, exchange and other critical business application support Standalone Support
- Printing (installation, deployment, configuration, disposals)
- Complex Software installation and troubleshooting
- Network (triaging, fault diagnostic, root cause analysis)
- Software and Hardware diagnostic skills and building/upgrading PC's
