Desktop Support Team Lead

Sydney, NSW
Permanent
Full-time

7 days ago
Apply easily

Our client is a premier healthcare provider and a leader in their field.The role, internally known as Field Support Team Lead, is essentially an EUC /Deskside Support Team Lead managing a team of highly respected level 2/3 Desktop Support/EUC Engineers providing deskside support to a variety of users in multiple states.This role will see you mentor team members whilst remaining hands-on and will be an important change agent as the organization modernizes their entire technical ecosystem.Your approach will be motivating, insightful, and professional.The Role:You will be the key bridge between internal customers and the technical team.Your primary responsibility will be to oversee the day-to-day operations of the EUC/Lev 2 Support Desk ensuring support services are delivered to the highest level of quality.All level 1 queries will be handled by a separate IT Service Desk, and you will be managing the escalation from there on ensuring that tickets are allocated and resolved following ITIL principles.This role will entail both BAU support and projects, in a fairly traditional Microsoft/Citrix ecosystem.Team Leadership, Development & Supervision

Lead a team of Desktop Support Engineers, providing guidance and support to ensure the effective and efficient delivery of technical support services.
Motivate and promote team happiness with ongoing professional development and training. Mentor and coach Field Engineers, identifying training needs and provide learning paths.
Foster a fun, collaborative, results-driven and supportive team culture while promoting knowledge sharing, cross-functional collaboration and continuous improvement mindsets.

EUC Operations/Management

Oversee the day-to-day operations of the team , ensuring timely and quality delivery of technical support services.
Supervision of dispatching, allocation & scheduling of tickets and workloads.
Assist in the management of technical toolsets and integrations.
Technical escalation point for the Field Team, providing expertise and guidance to resolve complex technical issues. Knowledge of SCCM and Intune would be great

Performance Monitoring, Reporting and Documentation

Establish performance metrics, analyse trends and produce relevant reports with service recommendations using Confluence.
Identify opportunities for process improvements and contribute to the development of best practices for enhanced service effectiveness.
Update documentation systems to ensure accuracy and currency of data.

Your background:

Minimum of 8 years of relevant experience in EUC /Desktop Support leadership.
A customer centric mindset with ability to handle time sensitive requests
A positive attitude, proactive approach, and the ability to work independently.
Adaptability and willingness to take on new challenges in a fast-paced and dynamic environment.
A sound understanding of service management / ticketing tools.
Driver’s License and willingness to travel across the metro area to Clinics – you and your team will need to be visible and available to your internal customer base, comprised on mostly clinical staff

This role is based on the city fringe and pays a base salary of $130k plus super.If interested, please email your CV to Silvia at Balance RecruitmentBalance Recruitment is committed to equal opportunity employment. We celebrate diversity and encourage people from all sections of the community to apply.

Balance Recruitment