Service Desk Team Lead

Public Sector People are seeking an experienced Service Desk Team Lead.  You will play a key role in leading a team of Service Desk analysts and will be responsible for overseeing the day-to-day operation of the IT Service Desk. We are looking for someone with the experience of providing expert advice for the provision of high quality desktop support services to high profile clients. 

** This role requires you to be onsite 5 days per week **

Your key responsibilities:

• Leading and managing a team of Service Desk Analysts 
• Handle escalations 
• Supervise, manage  and provide day-to-day development of the team to ensure a fully motivated and professional workforce
• Ensure that all requests from customers for assistance with technical hardware and software issues are handled promptly and effectively and that customers receive appropriate advice and guidance.  
• Provide technical advice for desktop operating system administration including product installation, upgrades, licensing, and performance tuning and troubleshooting according to standards, policies, and procedures
• Monitor the status and speed of resolution of enquiries and incidents and be pro-active in devising improvements and recommending changes to systems, products, or services. 
• Maintain a desktop environment that is secure from virus corruption and unauthorised access

Core capabilities we are looking for: 

• Leading others/ and or projects 
• Makes insightful decisions 
• Drives accountability and outcomes
• Maintains a high standard of professionalism 
• Excellent communications skills 
• The alibility to lead from the front in a professional manner 

Essential requirements:

1. Government experience
2. 3 years experience running a busy Service Desk 
3. Possession of relevant tertiary qualifications in Information Technology or a related discipline will be highly regarded.
4. Advanced desktop support and deployment experience in a Microsoft Windows environment including Active Directory, Group Policy, Exchange and email filtering.
5. IP telephony management experience 
6. Mobile device management experience

This role requires regular participation in an On-Call support rotation. Out of works work is also expected on occasion. Intrastate travel is also expected on occasion.If you are looking to make your next career move, please feel free to apply via the link below. Shortlisted candidates will be contacted directly.