IT Service Desk Lead  

Our client is a dynamic and robust manufacturer of packaging and other associated products with operations throughout Australia, New Zealand, and Asia.

Their growth is the result of their strategy of acquiring long-standing, well-established packaging businesses throughout Australia, New Zealand, and Asia, combined with organic-growth, a solid focus on integration, investing in improved business/operating systems, automated manufacturing, people and innovative products and processes.

Our client continues to seek local and regional opportunities for growth and their management remains focused on bringing new skills, ideas, technology, scale, and convenience to their clients through their network of businesses.

Purpose of the Job:

In this role, you will be responsible for providing management, direction, and guidance to a dedicated and professional team across a range of tasks including but not limited to first-line call reception, event monitoring, incident and request creation, diagnostics and resolution. Along with this, the Team Leader will also be a technical specialist who is responsible for the hands-on resolution of escalated operational issues. You will be adept in developing staff and experienced in delivering superior service in an ITSM environment. This includes reporting, daily customer standups, continual service improvement, and major incident management.

Main Accountabilities:

• Provide quality customer service and information management
  • Build services relationship with customers and conduct service reviews for key customers. Review performance reports, service improvements, service quality, and processes;
  • Provide management and performance reports.
  • Manage a team of Service Desk Analysts to achieve the best customer service outcomes by coaching, mentoring and directing their day to day activities
  • Acting as the escalation point for incidents escalated by the Service desk team and being the interface with other internal groups and external customers
• Provide quality technical support
  • Acting as an interface between the client and vendors and the organization’s internal teams to provide coordination of all relevant teams in aiding incident resolution.
  • Use troubleshooting tools and techniques to diagnose and implement control actions as necessary to ensure availability including performance in terms of capacity, utilization, and availability in accordance with relevant Service Level Agreements
  • Act as a Major Incident Manager and drive communication.
  • Develop a Knowledge Base.
• Team Management
  • Ensure that the team’s KPIs are monitored, actions are taken, evaluated accordingly and delegated properly.
  • Ensuring that staffing and skill levels are maintained throughout operational hours by managing shift staffing schedules, etc.
• Contribute to the continuous improvement of processes, knowledge base and vendor relationships
  • Contribute to the success of the business and assist in improving the overall customers’ experience within the team;
  • Regularly updates the knowledge base accurately and maintains the currency of information.
  • Assists in maintaining the service catalog.
  • Presents improvement initiatives and examples of knowledge base updates at team meetings.
  • Liaise with external service providers to resolve incidents and complete service requests.
  • Review aspects for improvement with own practices and processes and ensure that communication takes place across the whole area of responsibility.
  • Reduction of the number of Incidents with Problem management

Technical Knowledge/Skills:

• Working experience with ITSM and Service Desk Lead.
• AD and Windows troubleshooting

Position Requirements:

• Excellent interpersonal, communication and analytical skills;
• 5 years + as a service Desk manager in an enterprise environment
• Team management experience
• Incident Response and ability to lead the team around escalations
• ITIL framework understanding.
• Extensive experience with ITSM tools.

Desirable:

• Technical Certification in ITIL and Microsoft