Responsibilities
:
1. Lead and manage the IT support services desk team, including hiring, training, and performance management.
2. Oversee the day-to-day operations of the support services desk, ensuring timely response and resolution of technical issues.
3. Act as a point of escalation forplex support cases, providing guidance and assistance to support technicians.
4. Develop and implement best practices for incident management, problem resolution, and service delivery.
5. Collaborate with third party providers to ensure seamless coordination andmunication.
6. Monitor and analyse support desk metrics and KPIs to identify areas for improvement and drive performance enhancements.
7. Foster a culture of excellence, customer focus, and continuous improvement within the support services desk team.
8. Develop and maintain strong relationships with users, ensuring their needs are understood and addressed effectively.
9. Project management for IT refresh projects.
Technical Skills / Knowledge:
10. Proven experience with at least 2 years in a supervisory or managerial capacity.
11. Strong technical background with expertise in troubleshooting hardware, software, and network issues.
12. Experience supporting server operating systems such as Microsoft Windows Server 2016, 2019.
13. Experience supporting the full Microsoft Office 365 product suite.
14. Experience with Active Directory and Group Policy.
15. Understanding of Network Fundamentals, including DHCP, DNS, VLANS, Switching, Wi-Fi (Cisco CCNA or equivalent experience highly desirable)
16. Experience working within a virtual environment.
17. Excellent presentation andmunication skills, with the ability to conveyplex technical concepts to non-technical stakeholders.
18. Demonstrated leadership abilities, with a track record of building and motivating high-performing teams.
19. Solid understanding of ITIL principles and practices.
20. Demonstrable experience in IT project management.
21. Experience with help desk or service desk software.
22. Relevant certifications such as ITIL or Microsoft Certified, Azure Administrator Associate would be a plus.
Services Career search Role Consulting Locations Melbourne Job ID FHI4EyRVhhMM