Service Desk Team Lead (baseline)

Salary: Competitive

• initial 3 months assignment with the view to convert to perm
• Sydney offices, 100% onsite
• Immedidate start

Green Light are looking for a Service Desk Team lead to work with one of our clients. Great opportunity to leverage your experience and expertise to refine and improve service delivery and improvements to service management processes.

The Service Desk Lead will manage a groups of junior service desk Analysts, someone who has great ITIL experience and manage all performance aspects of the service desk and clients systems.

This role does require an active AGSVA baseline clearance at a minimum. Consultants that do not hold this minimum requirement will not be considered.

Responsibilities:

• Single point ownership for Operations of Service Desks & Desk side support in the area of Remote IT Infrastructure
• Manage and maintain the after hours roster ensuring all shifts are covered
• Responsible for running an ITIL compliant operation and enforcing security and compliance requirements
• Client Interaction and Management
• Own Team Review meeting, Meet and beat committed Service Levels, identify improve
• Experience of providing deskside support in relation to End User Services
• Experience of supporting all aspects of IT support: End User Services, Networks and services operating out of datacentre
• Evaluate and optimise customer experience management systems across the service desk
• Reorganise service priorities based on variable throughput across a shared services desk
• Manage service volumes across call handling, incident and service request management registration and resolution through operational resolver groups.
• Oversight and control of incident updates during business hour SLA
• Improve and enhance the Service Desk process and procedures for ease of execution and delivery.
• Operate as the escalation point for necessary service functions that require additional focus and seek assistance where required

Requirements:

• 5 Years of IT service management or delivery role operating with complex IT services and environments
• 3 year Minimum experience in a Service Desk Management role and leading level-1 Service Desk teams
• Tertiary business education desirable but not mandatory
• Technology certifications desirable but not mandatory
• ITIL Foundation V3
• Strong analytical, prioritizing and project management & planning skills
• Passionate commitment to customer experience and service excellence
• Bachelor’s degree or equivalent work experience required.
• Relevant experience in providing service solutions to internal and external customers

How to Apply
Apply Now! For more information, contact crissy via email [email protected]

We are an Australian onshore services company that provides technology capability across ANZ and Asia. Our services range from day-to-day operational activities, through project delivery, to more strategic and transformational programs. At Green Light, we are committed to creating a diverse and inclusive workplace where everyone feels valued and respected. We are proud to be an equal opportunity employer and do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We encourage applications from all backgrounds and communities, and we are dedicated to providing a fair and accessible recruitment process for all candidates. During the recruitment process, if you require any accommodations or modifications please reach out to [email protected] or call +61 9247 3799.