Team Leader

Due to substantial growth, ONGC Systems are looking for an experienced Service Team Leader to join their highly successful organisation in their beautiful Arundel office as they look to continue expanding their extremely successful company on the Gold Coast!

What’s in it for you?

State of the art working facilities

Professional & personal growth opportunities

Competitive market leading salary

Who is ONGC?

ONGC is an  IT, Cloud, Voice and Data Solution Specialist, who enable businesses to break through today’s technology cycles for tomorrow’s business challenges. They are a key Microsoft Partner and have been recognised as the SMB/MM National Cloud Partner of the year – WINNER!  beating out thousands of other MSP’s. They have also won Gold Coast Business Excellence Awards – IT Business of the year.

The Role

The Service Team Leader is a key leadership position with the Service Desk, responsible for leading a team of System Engineers. Acting as the escalation point, your primary role is to drive customer satisfaction through the delivery of quality services, excelling on client service level agreements and retaining and mentoring talent. Our Service Team Leader will report directly to the Service Delivery Manager and will hold integral relationships with key internal figures such as our General Manager, Account Managers, Service Desk and more.

Key responsibilities include but are not limited to:

Provide 1:1 mentoring and coaching to your team members with regularity, setting goals and objectives for both professional and personal development.

Manage timesheet entry and customer requests to ensure maximum utilisation of all resources. 

Ensure all team members have clarity of role, KPI’s and expectations.

Ensure personal KPI’s are met.

Assist your team by overseeing workflow, schedules and ticket queues to ensure customer service level agreements are being met.

Ensure all tickets are managed in accordance with ticket allocation, scheduling and service desk best practices. 

Manage prioritisation of escalated incidents, including when a resolution is required across multiple third-party providers. 

Update work instructions/processes or identify and document processes for improvement.  

Update all timesheets to accurately reflect all time, billable hours, client invoicing for yourself and the team. 

Submit service desk dashboard reporting to management on a quarterly basis and present to the team at the end of quarter, highlighting achievements, learnings and improvements made during the quarter.

The successful candidate

The successful candidate will have:

Some leadership experience and a willingness to undertake formal training.

A proven ability to build and maintain positive relationships. 

Highly developed and effective collaboration skills.

Outstanding communication skills both written and oral to ensure that everyone in the organisation is kept abreast of service desk workflow, strategy and new business.

Sound attention to detail and strong organisation and time management skills.

The ability to bring to life the ideas of the Service Delivery Manager into functional plans for the MS Team.

Experience in driving efficiencies, continuous improvement and leading a team in a high pace environment

Why you should Apply:   

You will come to work in a purpose-built facility including an entertainment area with plenty of games to play whilst you are taking a well-earned break! Staff recognition, quarterly team building off-sites and annual weekends away as a team and with families are some of the additional benefits ONGC offer. Additionally, your personal and professional development will be invested in and a career pathway provided to ensure you are always learning and progressing. Most importantly they just try to have fun.    

Apply today or give us a call on 03 9119 0***!