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Form of work
SalaryThe Support ServicesTeam Leader leads a team of support agents in providing support to over 1300 users across 300 + clients. You will be responsible for managing and reporting on service levels, relationship management and business communication in relation to operational Support Services and act as the Senior Leadership resource within the Support team.
Key Responsibilities:
Build a high performing and accountable team focused on client service delivery, operational risk management, product, and service knowledge.
- Managing the IT & business relationship to ensure the business are provided with a seamless service and that IT are aware of business imperatives.
- Liaise with internal technology teams on a strategic and day to day basis
- Identification and implementation of continuous improvement initiatives
- Ensure the Support Services team consider the end-to-end operational impacts and information security requirements.
- Maintaining a high level of service delivery in line with SLA requirements
- Ensuring all outstanding actions are completed; responsible for driving incidents and any audit items to closure.
- Lead process design and optimization for IT internal processes.
- Drive process change, including agile ways of working.
Key Requirements:
Experience and Personal Attributes
- Minimum three years’ experience having led a team providing IT support or Customer Service based services whilst demonstrating skills in improving team members and overall customer experience in those services.
- Minimum of five years’ experience in a Service Desk/Help Desk or ICT Support role providing support remotely via telephone/email/instant messaging and physically onsite. Experience within a POS environment is desirable.
- Ability to maintain collaborative working relationships with internal and external stakeholders.
- Experience across a broad range of IT Systems and applications.
- Highly organized with ability to complete multiple activities with competing priorities.
- Demonstrated experience in reviewing and improving business processes.
- Ability to work to tight timelines and with limited supervision.
- Highly effective verbal and written communications skills.
- Proven attention to detail.
- A can-do attitude, and not afraid to bring about change.
- A natural willingness to get things right the first time.
- Strong Influencing and negotiating skills.
- A proven strong work ethic.
About Striven
Striven is a leader in the field of POS Business Solutions. Our offices in Melbourne and Sydney support a National Customer base comprising some of Australia's leading brands. The success of our customers is reliant on our solutions. We are a preferred Solution provider to the hardware, building supplies, and paint retail sectors.
