We have an exciting opportunity to work with an Australian Education organisation in a stable 12-month contract. They are located in bright and modern offices that are easily accessible via public transport. To support their increasing growth, they are looking for a Technical Support Lead to join in a newly created and very hands-on position managing 2 direct reports.
Management of the IT service delivery team, including service desk, desktop and application support.
Ensuring all incidents and requests are worked to agreed OLAs & SLAs targets.
Responsible for ensuring all service delivery KPIs are met or exceeded.
Be the owner of the major incident management process, ensuring it is followed and kept up to date.
Champion service and support in projects and developing a strong understanding of projects impacting IT service area and ensuring service impact is minimised and agreed.
Managing all new campus integration to enable smooth transition to BAU support and ensuring the process is fully documented.
Be accountable for the quality of service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.
Chairing weekly CAB meetings to ensure all changes to the live environment are logged, approved, and communicated to the business stakeholders.
Drive internal and third-party service review meetings covering performance, service improvements, quality and processes.
Responsible for the service delivery budget, ensuring all spend is within agreed budget.
Meeting Room SupportÂ
Ensure meeting room audio and visual technology is maintained to high standards and routinely checked to ensure high levels of availability.
Ensure help guides are in place in each room with AV equipment.
Patching and anti-virus updates are deployed to all end points regular basis to ensure all end points are up to date.
Manage the desktop computing environment to ensure that laptops, desktops and other access devices are built to standard company build.
Create, update and maintain all technical and user manuals.
Be the technical authority for the desktop environment.
Performance & Quality
Continuously review service performance, implement Service Improvement Plans, and ensure actions are followed through to completion in a timely manner.
Provide weekly and monthly management reports on IT Service performance.
Effectively manage direct reports including recruitment, mentoring, training, target setting and performance assessment.
Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments.
You will have proven success in technology service delivery and strong exposure to Microsoft technologies. Ideally you will have excellent knowledge of ITIL framework and experience in desktop support across remote sites. Naturally you will be confident in your ability to lead staff whilst still being happy to remain hands-on.
Please send your resume by clicking on the apply button. Your application will be assessed within 3 working days. Please note only shortlisted candidates will be contacted.