It Service Desk Team Leader
Vor 2 Tagen
IT Service Desk Team Leader (IT Managed Services)Tecala is an award-winning national ICT managed services provider.
We work hard to help our customers transform their businesses through the innovative use of technology and need more great people to join our vibrant and growing team.We pride ourselves on our reputation for quality and consistently delivering the right solution for our customers.
You have the opportunity to become part of a supportive team, working together to provide solutions that make a difference to our broad customer base.
If you are passionate about technology and motivated by assisting customers in improving their ICT operations, you will thrive with us.ABOUT THE ROLE:Reporting to the Operations Manager, this role's primary functions are to provide mentoring support for Service Operations Centre (SOC) staff, third level escalation support functions to Tecala's customers and internal divisions and managerial support to the SOC Manager.Ensure the SOC team understands and meets agreed SLA's and KPI's through regular feedback and coaching.
Act as an internal technical reference point for colleagues; and liaise with vendors and external service providers concerning service levels.
Work functions are a mixture of reactive and proactive items, with a key focus for the role being the ongoing enhancement of staff and systems, driving greater proactive activities as a result of diminished reactive items, through up-skilling, automation and systemisation.Additional Duties:Technical Escalations from SOC engineers.Technical mentoring of direct reports and the wider SOC engineers.Delivery of Managed Services projects with assistance from the PMO.Monitoring, analysis and review of the available monitoring toolsets.Process improvement focusing on tools, hardware and software used by the SOC.Timely recording of all activities within the company's ITSM platform.Occasional service delivery management and presales tasks.Maintaining customer uptime of 99.5% per month or greater.WHAT WE'RE LOOKING FOR:The 'Must haves':Previous experience in leading teams.2+ years' experience operating as a Team Leader.Strong skills in written and verbal communication.Sound understanding of ITIL Framework.Strong understanding and management of key Service Desk reporting metrics for managing performance/output and quality.Demonstrated customer focus with a capacity to deliver innovative service improvements.High level technical skills and experience in MS Windows, O365, Citrix, VMware, and networking.Recognised certification in multiple vendor technologies (Cisco, Microsoft, VMware).A thorough understanding of service management / ticketing tools.WHAT CAN WE OFFER YOU:As part of our team, you'll be able to learn and grow in a supportive environment.
We were certified as a Great Place to Work for 2023 and 2024 and ranked in the top 20 of Australia's Best Workplaces in Technology 2024.Access to ongoing Learning & Development opportunities, including self-paced learning through our learning management system.Paid certifications and remuneration incentive to get upskilled / certified to support your development.Access to Career Pathways so you can continue building a career with us.Reward & Recognition Program where you can also thank and reward your teammates.Employee discounts—Access discounted rates and offers from various providers, including health insurance and IT Hardware.Employee Assistance Program (EAP).Note: As an essential part of our hiring process, you must undertake a National Criminal History Check.HOW TO APPLY:If you're excited about the opportunity to make a difference in our business, meet the musts and tick some maybes, then apply now.
Be sure to include a cover letter and CV to support your application.No agencies, please – we've got this one covered.We foster an inclusive and diverse work environment where people can be themselves.
Every idea and perspective is valued so that our services reflect the companies we support.
We welcome diversity in all its forms, and so we welcome applications from suitably qualified candidates across the range of underrepresented communities.
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