It Service Desk Team Leader
vor 23 Stunden
Your New Role At Baby Bunting, we're on a mission to support and empower parents on their parenting journey, and that means providing a huge range of products from local and global leading brands and exceptional services across our 70+ stores and website.
As we continue to scale our store footprint and grow our team, we're looking for a Service Desk Team Leader to oversee daily IT Service Desk operations.
Our IT Operations team is a small but mighty team, who ensure that technology (infrastructure and applications) support business applications for all business functions across both local and remote locations.
The team is supplemented by external vendors who provide 3rd level support and other services.
This is a great role for someone who enjoys a mix of BAU, People Leadership & Projects.
Key Responsibilities: Act as a hands-on member of the IT Service Desk, resolving service requests and incidents to meet Service Level Agreements (SLAs).Lead, mentor, and develop the IT Service Desk team, fostering a positive work environment that encourages skill enhancement and knowledge growth.Ensure high customer satisfaction through professional, efficient support, while managing rostering to cover AU and NZ locations during and after business hoursOversee key Service Desk processes, including Major Incident Management, Change Management, Onboarding/Offboarding, and Asset Management, ensuring compliance and efficiency.Own and manage the IT Service Desk software, maintain accurate documentation, monitor performance metrics, and drive process improvements that add value and enhance service delivery.About you: This role could suit a seasoned Team leader ready for a move or a senior analyst with solid coaching experience looking to step upNaturally you have technical flair and expertise in operating systems, network, hardware, Office 365, business applications and security tools.Whilst the technical strength is important, you'll also have strong team leadership and mentoring skills with excellent service delivery and customer focus.Practical knowledge of ITIL-based processes, with experience in leading and implementing them.Ideally you will have some experience in a retail or distributed business (not essential)The benefits of joining us: More than a place to work, Baby Bunting is a place to grow.
Join our team and you'll be rewarded with benefits like these: We're accelerating our growth, which will create exciting personal development and career progression opportunities.Team discountsWe have a new Support Centre based in Dandenong South, featuring modern facilities including onsite parking, a Basketball court, BBQ area and outdoor Table Tennis.Please note; Due to the intimate and personal nature of our work, successful applicants will need to undergo a National Police Criminal History check. #J-18808-Ljbffr
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