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 manner
• Ensure 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 Australia
• Working with Service Desk Team Leader to coordinating the technical response and communications during a major IT incident and conducting post incident reviews
• Liaise and work with other support staff (both locally and interstate) and external organizations to ensure the timely and effective delivery of IT services.
• Work with Operations Manager to coach and develop staff including the education and awareness of processes for the team and clients.
• Ensure staff are following correct processes and expected KPIs, any staff failing to follow correct process or having issues with performance should be reported to OM to initiate performance management.
• Monitor service call escalations and service call deadlines, escalate to OM (if required)
• Ensure OM and other stakeholders are kept informed about high priority incidents, escalations, and any other important/unexpected activity.
• Monitoring, trend analysis and reporting of workload and end user feedback, service requests and incidents
• Assist with Providing IT support to users via telephone, email and walk-ins;
• Ability to communicate clearly and concisely both verbally and in writing to customers and internal stakeholders
• Ensure all technical processes and security protocols are correctly followed.
• Manage, assist and provide advice to staff for resolving and/or providing workarounds to incidents as directed.
• Handle, triage and troubleshoot faults and service requests, perform First in fix and engage the right resolver groups.
• Demonstrate commitment to improve knowledge base and service quality improvements on regular basis.
• Demonstrate a "can do", enthusiastic approach and be keen to adapt to change in a fast-moving environment.

#L1-AS1
You will be successful in this role if you have:

• 3+ years of experience managing IT Support Teams.
• 5-7 years of experience in desktop and infrastructure support roles especially in operations
• 1-2 years of experience with workflow coordination / jeopardy management in IT
• Good understanding of ITIL framework
• Degree and/or IT Certifications (Microsoft, CompTIA, ITIL etc.) (highly desirable)
• Exposure to Linux and virtualisation technology
• Demonstrated skills and experience in a customer service environment including dedicated customer service training.
• Ability to work in a complex environment with clients and colleagues located across multiple sites.
• Experience with Active Directory, and exchange (users, mailbox management etc.)
• Experience with Operating system support (Windows 10 & 7, Linux and other operating systems)
• Experience with Office 365, outlook, exchange and other critical business application support Standalone Support
• Printing (installation, deployment, configuration, disposals)
• Complex Software installation and troubleshooting
• Network (triaging, fault diagnostic, root cause analysis)
• Software and Hardware diagnostic skills and building/upgrading PC's

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.
This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at GlobalRecruiting@unisys.com or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys’ .