Service Desk | Technical Team Leader

Summary about this job

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

• Lead Established Talented Team
• Variety and Customer Contact
• Mt Wellington Location

Lexel Systems is New Zealand's largest privately owned ICT integrator and solutions vendor. Established over 30 years ago, Lexel employs 160+ staff and turns over in excess of $50 Million in revenue.

We are proud of our ability to provide innovative, technically sound solutions to meet our customers' changing business needs; while also dedicated to delivering highly customised personal service that sets us apart from our competition.

Huge growth over the last few years has resulted in Lexel partnering with a number of fantastic new corporate clients.
  
The role of Technical Team Leader is employed by Lexel; with full responsibility for leading the service desk function for a key Lexel client, working on the customer’s site in Mt Wellington.
  
The role involves managing the day to day operation of the service desk team and operations; as well as acting as an escalation point for both technical issues and service improvements for customer delivery uplift.

 Core responsibilities will include:

• Team management of the service desk staff, including HR, rostering and KPI monitoring
• Performance reporting on achievement of SLA objectives
• Acting as backup to the team for end-user ticket resolution when required
• Monitoring and managing service delivery to business users
• Participating in the development of tools and technologies to enhance delivery, direction and planning for Service Delivery
• Ensuring overall customer satisfaction by ensuring the SD team are motivated, well trained and can respond to customer incidents, requests, issues and concerns to resolve them in a timely and professional manner
• Building & maintaining relationships with Lexel service delivery providers

Ideal candidates will bring the following to the table:

• Previous commercial experience in a service desk team leader role
• ITIL Foundation certification and a working knowledge of ITSM best practice
• Technical expertise in MS Windows OS (specifically Windows 7 and 10)
• Proven adaptive problem solving abilities
• Batch scripting expertise
• A breadth of technical experience covering a range of infrastructure, networking and applications technologies
• A positive, proactive and Customer-centric attitude and approach

  
Lexel’s culture is one of passion, flexibility, innovation, agility and 'customer first'. We work collaboratively to ensure our teams are happy and motivated; and our clients continue to recommend us to others and come back for more.

This is a truly outstanding opportunity offering someone the chance to lead a talented and committed team to deliver the highest possible standard of support services for a high profile Lexel client.
  
Excellent remuneration will be offered to the successful candidate, including a base salary plus variable component.

Make a confidential enquiry today by applying now with a current cv and cover letter outlining your interest and suitability for this exciting new role.