IT Helpdesk Team Leader

We’re hiring a Team Leader to join our client’s Sydney office! The role requires strong communication, customer service and analytical skills. The role will also require the resource to be a single point of contact (SPOC) for all escalated IT issues for the support services team.

Requirements

• Be a SPOC for all escalated IT issues for the support services team.
• Manages Service-Now ticket queue and ensures proper routing/escalation of Incidents and or requests.
• Work as 2nd level support for system administration of Microsoft AD, Office 365 and other enterprise environments.
• Mentoring new joiners in the team and providing operational and functional training.
• Managing IT Asset inventory.
• Lead on process improvements and manage the team to implement Global/Local programs.
• Host weekly IT meeting for deskside team and presenting to Manager IT.
• Creation and modification of user information, DL, Security groups etc. in Microsoft AD environment.
• Experience with Corporate software solutions including SCCM, Imaging tools, Anti-Virus, Share point, Office suites etc.
• Receive and respond to incoming calls, e-mails, and/or work from ticketing system and ensure timely closure of pending requests, maintaining SLA.
• Lead in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring IT processes.
• Monitoring of critical IT infrastructure and ensuring proper and timely escalation of system generated warning and alerts.
• Lead in developing long-term strategies and capacity planning for meeting future IT inventory asset needs.
• Write technical specifications, instructions, Knowledge base articles, and validation documents for end users and IT processes.