Service Desk Team Leader

• Excellent career opportunity
• Lead a high-performing established team
• Work for an Australian HRD Employer of Choice winner for 8 years in a row!

This is a fantastic opportunity for a Service Desk professional with leadership experience to join our high-performing team on a full-time, permanent basis in Sydney or Brisbane.

Who is Data#3?

Listed in 1997, Data#3 is now an ASX200 listed company reporting revenues of $2.5 billion in the 2023 financial year. Headquartered in Brisbane with more than 1,400 employees, it has facilities across 12 locations in Australia and Fiji. 

Voted HRD's Employer of Choice for the last 8 years, Data#3's culture is built on five core values; Honesty, Excellence, Agility, Respect, and Teamwork (HEART) and these values are integral to the way Data#3 works internally and externally with our customer.

The Role

As Team Leader, you will be responsible for leading a team of Service Desk Analysts in providing technical support to end-users. Your primary role will be to oversee the daily operations of the Service Desk and ensure that all tickets are resolved in a timely and professional manner. You will also be responsible for ensuring that your team provides excellent customer service and meets key performance indicators (KPIs).

Key responsibilities include: 

• Motivate and lead team to achieve agreed timelines, SLAs, and defined standards
• Provide the escalation point for team members for resolution of all related incidents and/or tasks
• Coach and develop the Service Desk team to maximize service quality
• Develop strong relationships with key internal stakeholders and Data#3 customers
• Co-operate with other teams in the Managed Services Business Unit (such as the Engineering and On-Site Services teams)
• Develop Service Desk process and procedures in line with contract responsibilities
• Assist in the review, refinement, or development of processes to reflect business growth/change and customer management information and implement as agreed
• Identify areas for improvement & provide ongoing training and development of the Service Desk team to maintain & increase customer satisfaction
• Understand customer requirements and assign requests to the appropriate resolver groups
• Perform regular QA on Tickets and Phone calls, ensuring all Calls and Ticket related SLAs are adhered by, advice and perform changes to tools and systems as required
• Perform regular assessment on Phone KPI’s, Tickets and FCR state in preparation to flag risks for month end reporting.

Why we want you:

You have demonstrated leadership skills in managing and leading teams, with a track record of building strong, collaborative teams that exceed goals. Additionally, you prioritize delivering excellent customer service and believe that by prioritizing customer needs, building strong relationships and ensure customer satisfaction.

What we are looking for?

• 3 Years Minimum experience in IT customer service environment
• 1 year Minimum experience in a Service Desk Supervision role
• Demonstrated experience in dealing with customers at all organisational levels
• Previous experience in Service Desk Management activities including:
  • Time management
  • SLA adherence
  • Customer communication
  • Contract management
  • Experience in written presentations, particularly service level reporting
  • Broad knowledge and experience of IT Management, Business Systems, PC networks and applications

Please note that Data#3 will request as part of the recruitment process, reference checks and verification of your right to work in Australia. You may also be required to undertake background checks and police checks for security clearance pertaining to specific job requirements.

Ref No. KAWI111434

Data#3 will request as part of the recruitment process reference checks and verification of your right to work in Australia. All final applicants for this position will be asked to consent to a police check. Please note that applicants with criminal records will not automatically be excluded from the recruitment process. Each application will be considered on its merits and inherent requirements of the role.