Helpdesk Team Lead

Summary about this job

Detail information about job Helpdesk Team Lead. Terms and conditions vacancy

Green Light Australia are looking for a Helpdesk Team Lead to join our Melbourne delivery team to manage the performance of Level 1 & Level 2 services and support desk and to ensure that service levels are adhered to and expectations are met.


Responsibilities:

• Work as an escalation point for all requests and incidents.
• Supervise all the requests, incidents and deliver any problems to the Problem Manager.
• Establish phone/ticket escalation processes to ensure smooth escalation.
• Manage and Mentor Service Desk Specialists (Level 1 & 2).
• Work closely with internal & external customers.
• Deliver reports on KPIs on regular basis.

Requirements:

• Proven ability to work as a Helpdesk Team Lead or in a similar role.
• Solid experience in a large IT Support Delivery Team.
• Strong interpersonal and communication skills.
• Experience using ServiceNow will be highly regarded.
• Working knowledge on ITIL or Six Sigma will be a plus.

 
Green Light is one of Australia's most successful and fastest growing IT services businesses. We offer a wide range of IT services in Security, infrastructure and Systems Integration to a diverse customer base throughout Australia, New Zealand, SE Asia and Europe.