Service Desk Team Lead

Summary about this job

Detail information about job Service Desk Team Lead. Terms and conditions vacancy

Our Vision

CPA Australia's Vision is to be known as the world's leading member service organisation, and with 163,000 members across 125 countries we are well positioned to make that vision a reality.

CPA Australia is focused on delivering world class member services and driving the corporate plan to enhance the service offering and grow the membership base. Core services to members include education, training, technical support and advocacy.

The Role: 

Reporting to the CIO, the Service Desk Team Lead  is responsible for leading a team of Service Desk specialists, who are responsible for providing first level support across all computing platforms which includes; fixed line telephony, desktop SOE, mobile devices, video conferencing and audio-visual support and desktop and business software.

The key focus of the role is to manage the Technology Service Centre, which is the first line of contact and support for all CPA Australia and CPA Australia Advice staff (employees and contractors) on a global basis with regards to technology incidents and requests for new or changed technology services.

Key Responsibilities include:                                     

• Leadership of the Service Desk team to ensure that the team is appropriately resourced and skilled to provide first level customer support for all IT Services (Incidents and Requests) according to SLA’s, work practices and procedures.
• Providing Tier 1 and 2 customer support for all IT Services including Incidents and requests related to desktops, laptops, mobile devices, according to SLA’s, work practices and procedures. 
• Ensuring Service Desk processes, policies and procedures are current and in line with various regulatory and industry standards and that the Service Desk team are trained and understand and work to agreed standards as outlined.
• Participates in various internal and external audits.
• Acts as the Technology teams delegated senior Incident and Problem Manager.
• Vendor management of IT Suppliers in provision of 1st/2nd services as required.
• Undertaking projects relevant to the above services as needed eg hardware refresh.
• Managing licensing and procurement of software and hardware in regard to the above services as needed.
• May act as the key interface to the Board and Senior Executive in the provision of IT support.
• Is required to work shifts in line with IT SLAs and may be required to travel.  

Skills and Experience:

As the successful candidate, you will have a strong customer service orientation with the ability to multitask and engage with a broad range of stakeholders and vendors.   

In addition, you will have the following:

• Excellent technical skills, particularly in regard to Microsoft software and the management and support of desktop and mobile hardware.  
• Experience with regard to service desk software such as ServiceNow, Citrix and Cisco technologies is preferable.   
• ITIL Foundation certificate.
• Tertiary or TAFE qualifications in Information Technology or Business or equivalent work experience.
• Prior experience working within an IT Service Centre.   Preferably with services delivered within an ITIL framework and on a global basis.
• Demonstrated problem solving and analytical skills with attention to detail.
• Strong leadership skills
• Project Management and planning experience
• Financial Management experience
• Excellent communication capability (written & verbal)
• Demonstrated ability to work independently and under pressure.

If you are successful in this role you will have opportunities for growth and career development through regular coaching and training to ensure your skills are second to none. You will have access to CPA Australia's employee benefits, which provide special offers for products and services such as health insurance, home loans, credit cards and publications.

At CPA Australia people are at the heart of what we do. We promote and encourage an inclusive and diverse workplace where everyone can be their best.