EUC Desktop Team Leader

The Role

We are seeking an EUC Desktop Team Leader to join our onsite BAU team.  As a technology leader we focus on the delivery of high quality and sustained outcomes for our customers.

You will be the key person in the delivery of quality, premium services to our customer reporting directly to, (and working with) the Digital61 onsite Service Delivery Manager.  You will work to mentor and develop the talents of your Service Desk Analysts and assist in managing the day to day operations within the Managed Service.  

You may be an experienced Service Desk Analyst looking to take the next step.

Primary Duties

  • Managing and coaching Service Desk staff to deliver a high standard of customer service for our client;

  • Monitoring and reporting on Service Levels;

  • Implementing processes and process improvements;

  • Mentoring and working with staff to define a personal development plan to encourage and support high technical certification rates;

  • Undertaking major incident management activities during service disruptions;

  • Handling any service complaints;

  • Undertaking IT Service Management functions such as Incident, Problem and Escalation; and

  • Coordinate backfill and Service Desk resourcing.

Mandatory Experience

You should have experience in one or more of the following: 

  • Experience in a team leadership role;

  • Extensive experience with ITSM tools and methodologies (e.g. ITIL);

  • IT background and matching experience on an IT Service Desk;

  • Customer Service experience;

Qualifications

  • Degree qualified (IT major specific) or Certificate IV in Information Technology, Security or Networking;

  • Industry certifications from Microsoft, CompTia, Cisco; and/or

  • ITIL Certification.

Skills

Competency with the following will be considered a plus:

  • Familiarisation and/or experience with ServiceNow;

  • ServiceNow Administration skills highly desirable

  • Excellent customer service skills

  • excellent communication skills

  • attention to detail.

Clearance Requirements

To be considered for the role, you must meet the following criteria:

  • Be an Australian citizen (permanent residents and/or Australian working visas are not adequate); and

  • Have an active Baseline Australian Government Security Vetting Agency (AGSVA) security clearance (or higher) or at least the ability and willingness to obtain and hold one.

Please note:

  • Only suitable candidates that meet the above criteria will be contacted.

  • Digital61 does not accept or appreciate unsolicited calls or applications from recruitment agencies.

How to Apply

Please send your resume and include your email the following; base salary expectations, notice period and how you meet the Clearance Requirements above to careers@digital61.com.au

Donna Spencer