Service Desk Team Leader

CareSuper is the leading fund for life for people who value high performance and a smoother ride over the longer term. As a multi-award winning fund, focused on achieving great outcomes for and acting in the best interests of its members, delivering high quality products, more personalised experiences and meeting their expectations for sustainability and integrity while helping them through the twists and turns of their life journey to live their best possible retirement.

If you've ever found yourself asking ‘can we do this better?' then you're exactly the kind of person we're looking for.

The opportunity

We are seeking a Team Leader that will guide and support a small team with humility and expertise, all while ensuring the smooth and efficient operation of the IT Service Desk function. You’ll play a key role in leading continuous improvement processes within the IT Service Desk. As this is an enabling IT role, the successful candidate will be required to be on-site a minimum of 4 days a week. There may be times where additional flexibility is required to be available outside of business hours to support the IT function.

Working in a small team that takes pride in their service you will:

• Manage the incident, service request and change management processes within the IT Service Management platform on agreed SLAs.
• Provide a high level of customer service to the supported user base and proactively identify and resolve issues before they escalate.
• Own the asset management process (CMDB) within the IT Service Management platform.
• Own the onboarding/offboarding of staff & contractors and ensure they have the appropriate access, equipment, and training.
• Escalate issues and liaise with vendor support staff.
• Ensure that level 1/2 IT staff members can effectively support the release of new services into production and provide them with guidance and mentoring.
• Assist with the development and maturity of the IT Service Management platform (ManageEngine Service Desk Express, Jira Service Management & Confluence) to improve operational efficiencies relating to service request management and hardware procurement.
• Own and assist in the development of the CareSuper IT Service Catalogue and analyse requirements and advise on scope and options for continuous operational improvement.
• Assist in the development, improvement and deployment of ongoing desktop/laptop/mobile build and security initiatives.

What you'll bring

The successful candidate will be passionate about service delivery and able to ensure smooth team operations and effective collaboration.

In addition, you will possess the following:

• Experience in a similar role providing L1/L2 user support and IT service management focused support services.
• A solid understanding of the ITIL framework process principles
• High level of technical knowledge and experience with Microsoft Windows 10/11 operating system, including Microsoft SCCM and Intune, as well as deployment processes and modern management principles
• High level of knowledge and experience in the Microsoft Office 365 workload L1/L2 administration and security (Exchange Online, Azure Active Directory, OneDrive for Business, SharePoint Online, Office 365 Group Management, Skype for Business Online, Microsoft Teams, OneNote)
• Able to break down user/application issues and to effectively communicate all issues to third parties to ensure that resolution is quick and effective.
• Able to mentor L1 and L2 staff.
• Able to be hands on when required and lead a team.
• Good with time management and prioritising tasks

Why CareSuper?

Apart from our status as a high-performing Industry Super Fund and focus on providing high quality member customer service, we recognise that our staff are the drivers of our success. We are genuinely committed to delivering workplace diversity, sustainability, and flexible working arrangements. Our culture is under pinned by “SPIRIT” which stands for Service, Professionalism, Integrity, Relationships, Innovation and Teamwork.

We invest in the health, wellbeing, and development of our people by offering a range of great benefits to support you to be your best - professionally and personally. These are some of our many great benefits:

• Unlimited professional and personal development coaching with our inhouse team of accredited coaches, $200 health reimbursement, flu vaccinations and more
• Higher super contributions and income protection insurance
• Extra paid days of leave across the year
• Discounts and offers from more than 400 retailers
• Recognition awards

Applicants must have the relevant work rights to be considered for an opportunity at CareSuper and undergo a police check.

Please note: while your details remain highly confidential in our recruitment process we may share relevant information with our merge partner Spirit Super in the future with your permission.

Agencies, please note: All vacancies are managed by our internal Human Resources Team. Should external assistance be required we will reach out to our preferred agency partners. Thank you.