Team Lead, Technology Support - Sydney, Australia - Perpetual Limited

Perpetual Limited

Verified Company

Sydney, Australia

2 weeks ago

Posted by:

Olivia Brown

beBee Recruiter

Description

More time off for the things that matter - Up to 6 weeks' leave- Work where you work best - Hybrid office/work-from-home environment

As the Team Leader you will lead, manage, and support a team of analysts to deliver service desk and onsite concierge services to the business across a 24x7 service.

The primary responsibility of this position is to effectively coordinate and oversee the end-to-end process of delivering these core services.

Sounds interesting? Here are some specifics about the opportunity:

Maintain oversight and coordination of day-to-day service desk and concierge delivery, ensuring expectations are met across the team.
Develop and maintain a comprehensive knowledge base for frequently encountered end-user issues, troubleshooting steps, and resolution procedures.
Manage and track hardware and software inventory, including procurement, deployment, maintenance, and retirement.
Participate in projects related to end-user support, such as system upgrades, software rollouts, or process improvements.
Monitor key performance indicators (KPIs), such as response time, resolution time, and customer satisfaction, and take appropriate actions to meet or exceed performance targets.
Ensure team compliance with all regulatory, compliance, risk, and security requirements.
Facilitate workforce planning to meet the business requirements of the team including shift rostering and forecasting resourcing against inbound transaction volumes.
Act as a point of technical escalation within the team and work with other teams when assistance is required.
Facilitate the 'shift-left' of workload from 2nd and 3rd level resolver groups to drive fixed on first contact, with a focus on staff development to facilitate the up-skilling of the team.
Monitor customer satisfaction levels through feedback channels and take necessary actions to address concerns or improve service quality.
Lead, empower, and provide day-to-day guidance to the team.
Oversee the team's workflow, ensuring the team stay accountable in completing tasks and maintaining a high-quality service to the business in line with internal processes, policies, and standards.
Support the team in delivering upon strategic business objectives, individual and team goals.
Facilitate effective team meetings by sharing information and updates regularly, helping the team prioritise work, removing roadblocks, and encouraging open discussion.
Facilitate regular employee 1:1's and provide performance-based feedback to team members on an ongoing basis.
Facilitate on the job training, coaching, and mentoring for team members, and identify further development opportunities, in line with the company's learning and development program.
Manage employee issues decisively and objectively, escalating important discussion points and/or issues to management.

To be considered for this opportunity, your qualifications, skills and experience could include:

Relevant certifications (e.g., ITIL).
Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
Proven ability to lead and motivate a team, fostering a positive work environment.
Strong PC support skills and knowledge of relevant software, hardware, and operating systems.
Ability to manage time, plan and organise work including prioritising of jobs with consideration of business impact.
Strong analytical and decision-making abilities, with a focus on continuous improvement.
Excellent problem-solving and troubleshooting skills, with the ability to resolve complex technical issues.
Experienced in using ServiceNow, or another similar Service Management tool.

After hours work may be required.

Our opportunity We'd love to learn more about how your interests and experience could be a fit.

Here at Perpetual, we are committed to supporting a flexible working environment enabling you to work how and where you work best.

Our benefits

Two weeks additional paid leave for Wellbeing & Community Leave
Market competitive Parental Leave
Access to our Wellbeing Benefits and Perpetual Discounts providing discounts and special offers on entertainment, clothing, homeware, gift cards, technology, travel, dining and more

Why join us? You'll be joining a growing client-focused and collaborative global team with a values and purpose-driven culture.

Each and every day our people bring to life our enterprise behaviours - Stretch, Own It, and Make an Impact.

We value Diversity and Inclusion and know that the unique backgrounds, experiences, and perspectives of our people contribute immensely to the delivery of our purpose and strategy.

We're living this commitment as a WGEA Employer of Choice for Gender Equality and have a growing number of employee-led networks to raise awareness and promote Diversity and Inclusion at Perpetual.

We are extremely proud to work directly with over 23 Aboriginal language groups in various communities across Australia and we pay