Cleared Recruitment is currently seeking a NV1 Service Desk Team Leader for a major global defence technology company based in Canberra. This pivotal role involves overseeing the Service Desk team, providing Level 1 and Level 2 support to staff across Australia & global workforce The Service Desk Team Leader will work closely with the ICT Regional Manager to develop a professionally managed service desk environment. Service Desk Team Leader responsibilities will include: Key Responsibilities:
Manage Service Desk Operations:
Ensure efficient call centre coverage and effective ticket resolution processes.
Continuously assess and improve workflows to meet service level agreements (SLAs).
Handle Escalations:
Act as the primary point of contact for complex issues, coordinating responses to critical incidents.
Maintain detailed documentation of escalated issues and solutions.
Provide User Support:
Deliver technical assistance for software and hardware inquiries.
Conduct diagnostics and develop user guides to help staff resolve common issues.
Maintain Asset Management:
Keep the Configuration Management Database (CMDB) updated with accurate asset information.
Implement best practices for monitoring the lifecycle of hardware and software assets.
Generate Performance Reports:
Compile data to assess service desk performance and present findings to management.
Track key performance indicators (KPIs) to guide improvements.
Mentor Team Members:
Support and train Service Desk staff, promoting a culture of continuous learning and development.
About You: The ideal candidate will be eager to learn and capable of handling technically demanding tasks.
Experience:
Tertiary qualifications in Information Technology or relevant industry experience.
A minimum of 5 years in a Service Desk Team Leader role or similar position.
ITIL V4 Foundation certification is required.
Demonstrated experience with MS Windows 10/11, MS Office 2019, O365, and Intune.
Solid understanding of VPN, Internet Explorer, and network connectivity fundamentals.
Opportunity Details:
Location: Canberra
Start Date: ASAP
Duration: Permanent
Security Clearance: NV1 clearance
If you are interested in this opportunity, please contact Daniel at: M: 0424 906 007 At Cleared, we provide tailored recruitment solutions for individuals seeking new opportunities and for organizations searching for talent within the Defence Industry, Intelligence, and National Security. We reward our friends for helping their friends. f you refer someone looking for new opportunities, we will reward you with a gift card of up to $1000. Terms and conditions apply.
Manage Service Desk Operations:
Ensure efficient call centre coverage and effective ticket resolution processes.
Continuously assess and improve workflows to meet service level agreements (SLAs).
Handle Escalations:
Act as the primary point of contact for complex issues, coordinating responses to critical incidents.
Maintain detailed documentation of escalated issues and solutions.
Provide User Support:
Deliver technical assistance for software and hardware inquiries.
Conduct diagnostics and develop user guides to help staff resolve common issues.
Maintain Asset Management:
Keep the Configuration Management Database (CMDB) updated with accurate asset information.
Implement best practices for monitoring the lifecycle of hardware and software assets.
Generate Performance Reports:
Compile data to assess service desk performance and present findings to management.
Track key performance indicators (KPIs) to guide improvements.
Mentor Team Members:
Support and train Service Desk staff, promoting a culture of continuous learning and development.
About You: The ideal candidate will be eager to learn and capable of handling technically demanding tasks.
Experience:
Tertiary qualifications in Information Technology or relevant industry experience.
A minimum of 5 years in a Service Desk Team Leader role or similar position.
ITIL V4 Foundation certification is required.
Demonstrated experience with MS Windows 10/11, MS Office 2019, O365, and Intune.
Solid understanding of VPN, Internet Explorer, and network connectivity fundamentals.
Opportunity Details:
Location: Canberra
Start Date: ASAP
Duration: Permanent
Security Clearance: NV1 clearance
If you are interested in this opportunity, please contact Daniel at: M: 0424 906 007 At Cleared, we provide tailored recruitment solutions for individuals seeking new opportunities and for organizations searching for talent within the Defence Industry, Intelligence, and National Security. We reward our friends for helping their friends. f you refer someone looking for new opportunities, we will reward you with a gift card of up to $1000. Terms and conditions apply.
