IT Support and Service Team leader
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IT Support and Service Team leader
Clarendon Homes
Baulkham Hills, New South Wales, Australia
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Job Summary
IT Support and Service Team Leader
Location: Melbourne, VIC
Employment Type: Full-Time
Salary: Competitive, based on experience and qualifications
Reports To: IT Manager / Head of IT Services
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Position Overview
We are seeking a dynamic and experienced IT Support and Service Team Leader to oversee our IT support operations. This role is pivotal in ensuring the delivery of high-quality IT services, managing incidents efficiently, and driving continuous improvement to enhance customer satisfaction.
Key Responsibilities
Team Leadership
Lead, mentor, and motivate a team of IT support professionals to achieve performance targets.
Assign tasks, delegate responsibilities, and oversee daily operations of the IT support team.
Conduct regular performance evaluations and provide constructive feedback.
Foster a collaborative and positive team environment.
Service Delivery Management
Manage the IT service desk, ensuring efficient handling of incidents and service requests.
Monitor service performance metrics and implement improvements as necessary.
Develop, implement, and uphold Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
Oversee maintenance and troubleshooting of computer hardware, software, and networks.
Incident and Problem Management
Prioritize and escalate incidents appropriately to ensure timely resolution.
Analyze incident trends to identify root causes and implement preventive measures.
Maintain accurate documentation of incidents, problems, and resolutions.
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Customer Satisfaction and Stakeholder Engagement
Ensure a high level of customer satisfaction through effective service delivery.
Address customer concerns and escalate issues when necessary.
Build and maintain strong relationships with internal and external stakeholders.
Technical Expertise and Support
Provide technical guidance and support to team members.
Stay current with industry trends, emerging technologies, and best practices.
Ensure the team is trained and knowledgeable in relevant technologies and processes.
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Process Improvement and Compliance
Identify and implement process improvements to enhance service efficiency and effectiveness.
Contribute to the development and maintenance of IT policies and procedures.
Ensure compliance with relevant regulations, standards, and security protocols.
Qualifications and Skills
Bachelor's degree in Information Technology, Computer Science, or a related field.
Minimum of 3 years' experience in IT support roles, with at least 1 year in a supervisory or leadership position.
Strong leadership, communication, and interpersonal skills.
Proficient in managing IT service desk operations and support teams.
Solid understanding of IT systems, hardware, software, and networking.
Experience with ITIL or other IT service management frameworks; ITIL certification is advantageous.
Relevant technical certifications (e.g., CompTIA A+, Microsoft Certified: Azure Administrator Associate, CCNA) are desirable.
Excellent problem-solving and analytical abilities.
Ability to manage multiple priorities in a fast-paced environment.
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Benefits
Competitive salary with annual performance reviews.
Opportunities for professional development and career advancement.
Flexible working arrangements, including remote work options.
Access to ongoing training and certification programs.
Employee assistance program (EAP) for health and well-being support.
Generous leave policies, including paid parental leave.
Employee recognition and reward programs.
Application Process
To apply for the IT Support and Service Team Leader position, please submit your resume and a cover letter outlining your qualifications and experience. Shortlisted candidates will be contacted for an interview.
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