Service Desk Team Leader

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.
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