Service Support Team Lead

What success looks like in this role: Technical Team Leader role supporting IT Operations Manager (OM), following OM’s direction and roadmap for successful contract delivery. Provide leadership and mentorship to technical Support Teams and ensure staff are adhering to relevant processes. Responsible for roster management, leave management and staff allocation in collaboration with other Team Lead(s), OM and relevant managers.

Act as Workflow coordinator to supervise and coordinate the workload of the team(s) ensuring calls are being actioned in an appropriate and timely mannerEnsure all Open Job tickets are assigned to available team members, all job tickets to be assigned prior to the end of the day. Reassign job tickets from absent staff to other available team members to ensure job tickets progress.

Ensure effective technical support is being provided to all the users across AustraliaWorking with Service Desk Team Leader to coordinating the technical response and communications during a major IT incident and conducting post incident reviewsLiaise and work…