Service Desk Team Leader

Summary about this job

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

Technical Services Support Team Leader 

• Based in Sydney Head Office
• Independently recognised as Australia's leading Enterprise Mobile Managed Services provider

We are a Managed Services Provider in Mobility Services, the fastest growth area in Information Technology today. We require a team leader to join our Service Desk team with excellent communication and customer service skills and a willingness to learn and contribute to a great team.

You will provide leadership to the Technical Services Support (TSS) Team and act as the subject matter expert to internal and external clients for Technical Support. You will ensure that continuous improvement is ingrained, leading to ongoing service improvements with the goal of both exceeding the client's expectations as well as reducing cost.  

Duties

• Assist Service Delivery Management in ensuring that there is effective communication to the customer. 
• Liaise with the customer/SDM regarding service implementation 
• Identify and develop opportunities for service development / innovation 
• Collaborate with the management team in developing and implementing agreed changes to service delivery 
• Ensure that OLA's/SLA's are achieved 
• Strive for high client satisfaction scores 
• Ensure adherence to appropriate processes 
• Act as first escalation point for customer/account management in the event of Technical Support delivery issues. 
• Escalate issues to appropriate MSC staff 
• Monitor and report on KPI's for the team 
• Be responsible for identifying and arranging staff training and development of staff. 
• Assist the interview and recruitment process of all staff. 
• Communicate and motivate MSC staff via team meetings and ad-hoc briefings if necessary. 
• Ensure adherence to Customer and MSC Health and Safety policies. 
• Ensure adherence to Customer and MSC Security and Technology Usage Policies 
• Ensure the production of accurate and timely performance statistics and management reports. 

Preferred Experience and Skills:

• Minimum 1 year experience as a Service Desk Team Leader or equivalent
• Minimum of 2 years in a Technical Support Role experience 
• Good understanding of Technical Support and Service Delivery work flow 
• Good understanding of Technical Support systems and capabilities 
• Ability to streamline and propose new process's 
• Ability to delegate effectively 
• Able to build and maintain relationships with customers and staff 
• Good verbal and written communication skills 
• Ability to work under pressure/in a pressurised environment 
• Excellent problem solving skills 
• Ability to oversee team's day to day duties 
• Good commercial awareness 
• ITIL Foundation level training. 
• Able to assist with hiring/interview process 

This is a sound opportunity to establish a career in a company that is at the forefront of the next Information Technology revolution where you can contribute, learn, grow and be a part of a team that values its members whilst being with people who are passionate about providing brilliant technical support and customer service.

If this is you, please apply now!  

MSC Mobility: the story so far

When we pioneered the concept of an Enterprise Mobility Managed Service in 2006 we were solving latent problems that many organisations didn't fully realise they had.

Our solutions have been recognised and used by some of Australia's leading organisations - we have helped small and big companies to become more effective and flexible, and to develop and implement mobile strategies that make a difference for their business.   We reduce the cost and risk of developing and deploying mobile capability while keeping up with consumer speed.

We know we are onto something exceptional and we are looking for equally exceptional talent to grow with us. Moreover, we are part of Telstra Group of Companies!

You will also need to undergo a Police Check and is mandatory requirement for the position.

Only candidates who are Australian Citizens or Permanent Residents should apply. No Agencies Please.

How to apply

Click APPLY to submit your application.