Service Desk Team Lead

Role Description  

The Service Desk Team Leader plays a pivotal leadership role in ensuring a customer-focused, efficient, and effective service desk operation. Reporting to the IT Manager, the position has responsibility of service team performance, service delivery outcomes, and the continuous improvement of service standards.   

The role is a senior and integral part of the TalentNeuron ICT Department, and the position provides opportunities to further develop skills and experience, in areas of technology and team leadership as appropriate to the company need. The position has a high degree of autonomy in managing the day-to-day activities required of the role, and combines service excellence, team leadership, and operational oversight of all service operations within the department.   

Primary Duties & Responsibilities 

• Lead, mentor and support a team of high performing ICT support staff, to deliver first-class IT support services   

• Oversee daily operations of the Service Desk, ensuring timely resolution of incidents and service requests in line with agreed SLAs.   

• Monitor and manage ticket flow via the ticketing system and resource scheduling with efficiency.   

• Act as a primary escalation point for complex technical issues affecting our users and business 

• Act as a subject matter expert on service desk operations, systems, and customer service practices.   

• Ensure consistent and effective communication with end users including teaching staff, administration, parents and students.   

• Develop and maintain ICT knowledge base articles and standard operating procedures.   

• Monitoring and improving service quality through performance metrics, knowledge sharing, and proactive engagement with stakeholders.   

• Collaborating with IT teams on broader technology initiates and projects   

• Work with external vendors to deliver seamless client outcomes and tackle challenges head-on   

• Provide regular reporting on service desk performance and key metrics.   

• Follow up with customers on an ad-hoc basis to identify areas for improvement and provide customer feedback to the appropriate internal teams.   

• Support the ICT Operations Manager in planning and delivering ICT Initiatives.   

What You Will Bring:   

• Previous experience in a Service Desk leadership or senior IT support role in a global environment supporting users in different time zones  

• Outstanding communication (verbal & written) and stakeholder management skills, with the ability to build trust and influence outcomes.   

• Procurement of IT devices for end-users  

• Familiarity with ITIL Frameworks and Service Management practices   

• Exceptional problem-solving and analytical skills.   

• A deep commitment and passion to customer service excellence.   

• Excellent organisational and time management skills.   

• Exceptional communication skills and effective liaison with a broad cross-section of people including teaching, administration staff and external providers.   

• Ability to work under pressure, establish priorities and set and achieve work goals.   

• Education professional with demonstrated proficiency in supporting a complex ICT environment.   

Key Performance Indicators:   

• Customer satisfaction rate.   

• Service team (employee) satisfaction rate and retention rate   

• First contact resolution rate.   

• High percentage of Incidents responded to and resolved within target OLAs and SLAs.   

• Clear documentation of day-to-day procedures.   

• Asset allocation precision.   

• Ability to perform tasks after training without continual follow up reinforcement.   

• Ability to set priorities and maintain deadline.   

• Timely escalation of issues to the ICT Operations Manager where appropriate.   

• Maintain neat and tidy workplace.   

Technical Skills: 

• Experience with Windows, macOS, iOS device support and Microsoft 365 applications.   

• Knowledge of Sharepoint and Teams administration  

• Knowledge of Microsoft Defender  

• Knowledge of MDM Applications such as Intune/Autopilot.   

• Proven experience in ITIL, ticketing systems and customer service principles.  

• Experience in OnBoarding / OffBoarding process in a global environment  

• Experience with Security Incident Management and root cause analysis  

• Experience with Atlassian Management  

• Nice to have: experience with Okta  

• Nice to have: experience with Jira Service Management  

• Nice to have: experience with AWS   

Qualifications:

• A minimum of 5+ years of hands-on, relevant IT Support experience   

• Tertiary qualifications or accreditation in Service Management methodologies such as ITIL would be highly beneficial.   

• Industry-recognized certifications such as Microsoft, CompTIA A+, Network+ and/or Security+x, or equivalent TAFE certification would be an advantage, but not essential.   

We’re an equal opportunity employer. All applicants will be considered without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.