The role of the IT Service Desk Team Lead is to provide effective guidance and motivation to the Service Desk Team and assist with the delegation of all IT related tasks. The Team Lead will work closely with the Service Delivery Manager/Operations Manager to ensure all incidents and service requests are prioritized, assigned and resolved within agreed SLA’s to deliver a high level of customer service to the organisation.
In addition to direct operational responsibilities, the selected candidate will participate in developing the operational models, processes and procedures required to support Symal staff.
Responsibilities
- Oversee the completion of service requests and incidents in a timely and efficient manner in line with relevant SLA’s
· Develop and document Service Desk processes, procedures, and methodologies
- Monitor and report performance against agreed targets and performance indicators
- Strong understanding of Office 365 (SharePoint, Hosted email and all MS products)
- End user device support including Laptops, Desktops, Mobile phones, Printers, etc.
- Device hardening, SOE creation and deployment
- Asset life cycle management
- User onboarding and offboarding
- Demonstrable ability to think around issues and look at the wider picture to provide solutions through a variety of problem-solving techniques
- Experience of developing professional and effective working relationships with other departments and key stakeholders
Mandatory Requirements / Skills
· A minimum of 5 years working in a Service Desk technical environment
· A minimum of 2 years supporting an environment with 500+ end users
· A minimum of 2 years in a leadership role
· Prior experience supporting Australian users
· Knowledge of Active Directory and Group Policy
· Experience using ServiceNow or similar ITSM ticketing systems
· Demonstrate understanding of ITIL processes preferably ITIL certified
· Experience with remote monitoring and management (RMM) tools a plus
· Experience within construction industry a plus
· BA qualification or equivalent in IT a plus
· Must be amendable to work onsite, M-F. Early Morning Shift (AU Time Zone).
Why Join Us?
Are you looking for a role that provides opportunities to develop and grow? Take the next step in your career journey with us! We’ll provide you with a professional support structure and benefits to ensure you can thrive. We offer Premium HMO, awesome technology, and above-market remuneration. Our high performers are frequently invited to visit their colleagues internationally for professional development.
We’re always searching for great talent to join our team. If you’d like be part of a fast-growing industry leader with an exceptional company culture, we’d love to hear from you.
Standard Job Benefits:
· HMO
· Paid Time-Off
· Quarterly Sick-Leave conversion
· Paid Government-Mandated Benefits (SSS, PHIC, Pag-IBIG)
· Equipment provided
Standard Job Highlights
· Career growth and development opportunities
· Stable organization and industry leader
· Collaborative and fruitful company culture
