Service Desk Team Leader

⁠⁠⁠As Team Leader, you will participate in tasks within a client-focused team providing development, enhancement, implementation and support services for business and information technology systems.

Under direction from the Service Centre Manager, you will:

• Provide technical resolution, IT administration and troubleshooting across a wide range of ICT platforms including Microsoft Windows 11, Office 365, Active Directory, Exchange, System Centre Configuration Manager/Intune, Azure, and Citrix;
• Lead the team in providing Level 1 and 2 support to the user base of IP Australia;
• Provide a Level 2 escalation point for all Service Centre Analysts – escalating to Level 2 / 3 support teams within ITG and other business areas when required;
• Drive quality Customer Support – excellent customer engagement and effective and effective technical support;
• Creates a culture of accountability by reporting, discussing performance metrics, goals and success measures with the team;
• Manage and oversee the life cycle of ticket to ensure appropriate resolution and closure of all tickets;
• Take ownership of managing updates and improvements to Service Centre policies, standards, guidelines, procedures and work instructions; 
• Take ownership of the Service Centre’s VIP support function;
• Manage the overall build and deployment of end user devices;
• Back up the Service Centre Manager as required;
• Demonstrate attitudes and behaviours responsive to workplace change (including participate in and encourage others to participate in change and contribute to successful outcomes);
• Improve team performance through effective engagement, knowledge sharing, cross skilling and general uplifting quality with level 2 and 3 resolution team;
• Establish clear expectations and create an environment to achieve stated goals and objectives, take ownership and honours commitments;
• Drive the development of Knowledge based articles to support the team, ensuring they are reviewed and maintained regularly. Idenify where deficient and implement process
• Responsible for on-boarding new Service Desk Anaylist and creating a structured on-boarding process;
• Maintain an understanding of their / worker responsibilities under the Work Health & Safety Act 2011 (WHS Act) and a commitment to promoting a healthy and safe workplace.