Empowering businesses and professionals to reach their full potential in the accounting and accounting technology sector.
IT/Desktop Support Team Leader Are you a hands-on technical expert with a passion for leadership?
We are looking for an IT Support Team Leader with strong technical expertise across Microsoft Desktop Support environments and a passion for outstanding customer service to lead and mentor a small team of desktop support engineers across Australia.
This is an exciting opportunity to make a real impact by ensuring exceptional support and service delivery to 400+ internal users, as well as delivering technology projects across the Desktop environment and providing guidance, mentoring and ongoing development for the Team.
Key Responsibilities: Lead and mentor a team of desktop support engineers, providing high-quality technical support to internal users across Australia and NZ.
Support users with Windows 11 operating systems, troubleshoot issues, and ensure swift resolution of service requests within SLA.
Collaborate with Systems Administrators and the IT Manager on infrastructure maintenance, server support, and desktop environment management.
Handle basic systems administration and network support requests, as well as troubleshoot mobile devices and desktop applications.
Provide 2/3rd level support for escalated technical issues to provide a timely resolution.
Manage service tickets, prioritize/assign tasks, and contribute to a positive user experience by addressing technical challenges in a professional and timely manner.
Provide exceptional levels of client service and support as a trusted technical advisor and business partner.
What We're Looking For: Leadership Experience: At least 12 months of experience leading and/or mentoring a small IT support team, with a proven track record of developing team members and ensuring top-notch service delivery.
Technical Expertise: A minimum of 3-5 years of current hands-on technical expertise in a system/helpdesk support role, with solid knowledge of Windows 11, Microsoft Servers (2016-2022), Active Directory, and Microsoft Office 365 administration.
IT Service & SLA Management: A strong understanding of the principles of IT Service Management (ITIL) and adhering to Service Level Agreements.
Problem-Solving Skills: Expertise in troubleshooting and resolving complex IT issues efficiently, with a proactive approach to identifying solutions.
Strong Communicator: Clear and concise communication skills, both written and verbal, with the ability to provide direction and manage stressful situations effectively.
Certifications: IT industry certifications such as TAFE Certificate or equivalent, with exposure to Microsoft Intune, cloud computing, and ITIL being advantageous.
What You'll Gain: The opportunity to work on challenging tasks requiring high attention to detail, managing task variety in a fast-paced environment.
The chance to continuously learn and improve your skills, particularly in areas like SOE deployment, process automation, and IT Service Management (ITIL).
A collaborative and dynamic work environment where your expertise will directly contribute to the success of the internal IT operations.
A Hybrid role in an extremely collaborative, team driven and award-winning employee experience environment with fantastic benefits, recognition and award structures.
