Service Desk Team Leader - Level 2

Company :

About the Role

Due to sustainable growth, we are searching for a highly experienced IT Service Desk Team Leader to lead our dynamic Level 2 IT Support Analysts! This is a permanent, full-time opportunity based out of our Archerfield office.

Reporting to the Manager – Technology Customer Services, the successful candidate will oversee the delivery of high-quality, efficient technical support services to end-users.

We are looking for an individual who can lead with excellence, that has a strong technical knowledge and thrives in a fast-paced environment. Our new Team Leader will drive improvements in processes and maximise staff capability through ongoing training and coaching activities, working across our Enterprise and Digital landscapes.

Key responsibilities:

This role will involve the following key duties and responsibilities:

• Optimise the day-to-day call centre coverage, queue management and ticket handling by optimising the process to support customer outcomes.
• Manage all people - Individual Development Plans, Roster Management, Coaching and Leave management for Level 2 staff.
• Act as the first level escalation point for timely resolution of tickets and critical incidents.
• Work with senior analysts on regular incidents, impacts and potential improvements for staff.
• Generate reports, both technical and managerial, to monitor Service Desk performance and communicate with senior management as required.
• Document and maintain support process knowledge material and keep team updated.
• Provide and review the team’s input into recommendations on Process Improvement initiatives and implement as appropriate.

Why Sime Darby?

With a strong presence in the industrial, motors, Aerospace, insurance and logistics sectors Sime Darby is a partner of choice for some of the most renowned brands including but not limited to BMW, Volvo, Porsche, Jaguar, Caterpillar and Ramsay Healthcare.

With operations in 18 countries across Asia Pacific over the past 100 years, we continue to grow, delivering sustainable value to our stakeholders through operational excellence, high performance standards and good corporate governance.

Essential requirements

You will bring the following skills and experience to the role: 

• Tertiary qualifications in Information Technology and/or Management
• Experience as a Service Desk Team Leader of 3-5+ years working in IT Service Management in a similar role
• Demonstrated experience with all aspects of Service Desk eg. People management, Reporting, rostering, Process documentation, Escalation management
• Sound knowledge of MS Windows 7,10 MS Office (2013, 2016), O365 Admin Console,  VPN, Lotus Notes, IE and Network Connectivity fundamentals.
• Effective oral and written communication skills to ensure clear and accurate communications with all stakeholders
• Effective negotiation and problem resolution skills

You’ll have access to:

• Opportunities for training, mentorship, and career development specific to your role.
• Competitive remuneration package and annual salary reviews.
• A supportive, diverse, and inclusive team spread across Australia and internationally.
• Access to growth opportunities at a regional, national, and international level through our global Sime Darby network.
• Dedicated programs and utilities to support your physical, mental, and financial health, such as our Employee Assistance Program, free health checks, and discounted private health insurance.
• Employee discounts, rewards, and incentive programs.
• Paid parental leave options
• Annual Salary continuance insurance

How to apply

To Apply: Hit the ‘Apply Now’ button

Enquiries: Please call 1300 071 618

Contact Person: Victoria Faure-Evrard | Senior Talent Acquisition Partner  ***************@hastingsdeering.com.au