About the opportunity

Join our Education Vertical as an Application Support Team Lead in Melbourne to make a real impact every day. We say that because we know that every conversation we have, every code line we write and every interface we design is another opportunity for us to enrich our customers’ experiences.

Reporting to the Senior Manager, Service Delivery, this role will lead a team of Support professionals to meet the needs of our customers on software related enquiries. As an Application Support Team Leader, you will drive engagement, excellence, and a focus on building relationships with our customers and colleagues; whilst meeting and exceeding service levels agreements for the resolution of support tickets. 

Some of the other responsibilities include:

• Manage a regional team of Application Support Advisors in the delivery of software customer service
• Collaborate with engineering peers to provide customer resolutions within agreed SLAs, advocating customer needs to effectively prioritise support ticket resolution 
• Partner with leadership and commercial teams to identify and plan essential work in the context of Application Support 
• Responsible for the maintenance and performance of customer satisfaction levels, ensuring quality service is provided consistently  
• Ensure that the team adheres to regional policies within Application Support for Xplor products 
• Contribute to frameworks and internal resources to support the resolution of technical issues within your team 
• Find new ways to reduce the average ticket turnaround time and improve SLAs 
• Champion the standards for voice of the customer in both delivery and execution 
• Manage staff performance against relevant KPI’s standards  
• Support your team, where required, in customer meetings and calls, to review support issues and implement appropriate actions  

For this position, we offer a hybrid and flexible working model, where you will spend 2 days per week in the office and 3 working from home.

Our Why

Datacom works with organisations and communities across Australia and New Zealand to make a difference in people’s lives and help organisations use the power of tech to innovate and grow.

About the Role (your why)

As a Desktop Support Team Lead, you will be responsible leading a team of end user services engineers within the IT Outsourcing group to ensure best practice support methodology is practiced, technical experience leveraged and customer outcomes are delivered driving high levels of customer satisfaction. The Desktop Support Team Lead is expected to manage the day-to-day customer related operations of the Onsite End User Services Support group.

This role is based in Penrith and Sydney. Due to customer requirements, we will require Australian Citizenship to be eligible, no visa sponsorships for this position.

What you’ll do

At the moment, as Desktop Support Team Lead you will be focused on:

• Being the single point of contact for all EUS related issues and escalations for all stakeholders
• Ensure all escalations are addressed with effective communication back to the relevant stakeholder and associated parties
• emerging relevant technologies and the possible application of these technologies to the client base and Datacom.
• Assist in Problem Management when required delegating as appropriate.
• Support the Service Delivery community in Continual Service Improvement Initiatives
• Manage call management system queues to ensure tickets are assigned and
• Mentor and coach staff members on customer related issues Promote a positive culture within the team
• Ensure operational performance of the team delivers a high level of customer satisfaction.
• Demonstrate a strong managerial and leadership style.
• Ensure staff are clear on expectations and performance requirements.
• Ensure the Operations Manager (EUS) is aware of noncompliance issues and performance anomalies.
• Ensure all staffs adherence to the breached call reporting policy
• Track and record expenses for EUS team staff members
• Ensure staff enter timesheets in line with Datacom process

We are a pretty agile company, and are keen to respond to customer, technology and internal stakeholders’ changing requirements and this can mean we evolve in our roles to meet those needs.

What you’ll bring

Required experience:

• Hardware and peripherals i.e. laptops, notebooks, workstations desktop PC's, printers, media and audio-visual equipment BYOD and mobility
• Active Directory, Microsoft Exchange, SCCM, End-Point Imaging, and experience in SOE creation and maintenance
• Desktop and software applications i.e. Operating Systems (Windows 7 through 10 and), Microsoft Office 2007 through 365, Antivirus software and systems

Nice to have:

• You will bring excellent verbal and written communication and have the ability to articulate technical information to the target audience. Your professional customer service will be second to none, and you will have the ability to work autonomously with excellent time management

Why join us here at Datacom?

Datacom is one of Australia and New Zealand’s largest suppliers of Information Technology professional services. We have managed to maintain a dynamic, agile, small business feel that is often diluted in larger organisations of our size. It's our people that give Datacom its unique culture and energy that you can feel from the moment you meet with us.

We care about our people and provide a range of perks such as social events, chill-out spaces, remote working, flexi-hours and professional development courses to name a few. You’ll have the opportunity to learn, develop your career, connect and bring your true self to work. You will be recognised and valued for your contributions and be able to do your work in a collegial, flat-structured environment.

We operate at the forefront of technology to help Australia and New Zealand’s largest enterprise organisations explore possibilities and solve their greatest challenges, so you will never run out of interesting new challenges and opportunities.

We want Datacom to be an inclusive and welcoming workplace for everyone and take pride in the steps we have taken and continue to take to make our environment fun and friendly, and our people feel supported.

What will a day as a Power Systems Lead will look like: 

• Be a mentor - advise, review and guide engineers across grid interconnection and system planning studies for grid scale wind, solar, energy storage and hybrid generating systems
• Partner with clients - support proponents with negotiating performance standards with AEMO and network service providers
• Nurture relationships - support key clients with stakeholder management during studies and due diligence process liaising with technical and non-technical stakeholders
• Influence Strategy - support strategic pursuits and bids/proposals for major projects 

The following qualifications and experience are highly desired, but if you don’t tick all the boxes you could still be a perfect fit for this role. Please apply, all applications will be considered.  

Kieser has large growth aspirations and a potential barrier to this growth is the development of current and future leaders.  

This role holds the key responsibility of developing leaders across Kieser through training and development interventions. These interventions span workshop design and development, and the facilitation of group training and 1-1 coaching. Inherently, the role requires the creation of learning resources to enrich the learning experience, and for leaders to utilise on-the-job to continuously enhance capability. 

Position Responsibilities

1. Complete ongoing training needs analysis (TNA) to understand the Kieser leadership capabilities that need to be built, grown and maintained through learning and development. 

2. Review market trends and industry research to apply best practice principles to learning interventions. 

3. Project manage the design, development and implementation of Learning & Development (L&D) solutions which fit both Kieser and leadership capability needs, in line with the business strategy and plan. 

4. Work autonomously or partner with L&D team or third-party providers to design blended learning solutions. Liaise with key stakeholders and subject matter experts on projects for effective, relevant and accurate training interventions. 

5. Effectively implement L&D solutions via 1-1, group coaching, workshop facilitation and/or online learning to leaders, as appropriate. 

6. Review and assess the effectiveness of training interventions and solutions. 

7. Support and assist in the development of other Leads to strengthen and broaden the leadership development offer.  

8. Interstate travel required. 

As a Systems Interface Lead – Stations with Egis, your work instrumental in leading technology forward, cutting-edge work for the advancement of rail services in Victoria. This is a critical role where you will draw on your deep expertise of systems engineering and interface management relating to railway stations.

In this role, you will:

• Lead and manage station interface management activities such as lead Interface Working Groups between Stations Packages and Line Wide Package and manage interface issues resolution.
• Provide recommendations in case the solution has impacts on time or contracts.
• Address interface challenges and assess the criticality of unresolved issues.
• Advise solutions to the Client on how to balance and/or resolve issues which are technical, commercial and program in nature.
• Develop and implement the Interface Management Plan for the project.
• Establish robust processes for interface communication, meeting management, and reporting with for the project, the client, consortium, third parties, and other relevant stakeholders.
• Collaborate with broader Project team and influence outcomes to achieve best project outcomes.