Service Desk And Onsite Support Team Lead

Service Desk and Onsite SupportTeam Lead - NSW Government

• $700 - $800 p/d + super
• Sydney CBD
• 6 month contract with extensions

Primary Purpose of the Role:

We are seeking a highly skilled and experienced Service Desk and Onsite SupportTeam Lead to join our dynamic IT team. This pivotal role requires a proactive leader with a structured approach to managing Service Desk and Onsite Support operations, ensuring excellence in service delivery to our customers. The ideal candidate will bring a blend of technical expertise, leadership, and exceptional interpersonal skills to elevate our IT support services. Experience with ServiceNow is essential.

Key Responsibilities:

• Log and work on incident tickets, user requests and systems alert management
• Implement and refine structured operating procedures, to ensure consistent and high-quality Service Desk and Onsite Support. Manage the Service Desk team's workload and schedule to ensure adequate coverage.
• Spearhead the adoption and adherence to ITIL frameworks to enhance service management processes.
• Utilise your technical expertise in various end-user technologies to guide your team and improve service delivery.
• Lead the integration and optimisation of Service Desk operations with ServiceNow, ensuring efficient workflow management for ticketing, incidents, and requests.
• Develop comprehensive onsite IT support procedures that encompass deployment, maintenance, asset management, security compliance, emergency response, and user training. Ensure team perform optimally, comply with standards & procedures and users receive effective assistance.
• Ensure all customer queries are addressed promptly and professionally, maintaining high satisfaction levels among our customers.
• Oversee the creation, updating, and utilization of Knowledge Base Articles (KBAs) to facilitate quick issue resolution and Support Team training.
• Regularly track and report on Key Performance Indicators (KPIs) to gauge the efficiency and effectiveness of support operations.

Qualifications:

• 8+ years in end-user support and enterprise operations, with a proven track record in IT leadership.
• Strong foundation in M365 and associated technologies - Azure, Teams, SharePoint, Intune, etc.
• Demonstrated experience in ServiceNow, with a focus on improving Service Desk operations.
• Demonstrated experience in management of user access to systems and services, including printers, audio and visual equipment
• Demonstrated experience mobile device management, virtualization technologies, networking, unified communications, automating processes incl scripting, managing cloud and mobile environments, network troubleshooting and maintaining service continuity.

If you have relevant experience, please submit your latest CV and we will be in touch shortly!