Service Desk Team Leader

Brennan IT Pty Ltd

Excellent opportunity for an experienced Service Desk Team Leader to lead and manage a small team of Service Desk Consultants.

  • Join Australia's Leading Managed Service Provider
  • Be part of an awesome team
  • Role is based in Fortitude Valley
Brennan IT
We are a national company with a reputation for delivering technical excellence and high quality service to our customers. It's why we have been ranked as Australia's No. 1 Managed Services Provider for past 10 years in a row.

The role
Reporting to the National Service Desk Manager, you will be responsible for ensuring the efficient working of the service desk for our clients.

This role will involve people management of Service Desk staff and managing the operational matters. You will have ownership of the Service Desk team and be responsible for recruitment, training, staff development, process governance, SLA achievement, and quality assurance to enable high levels of staff engagement and client satisfaction. 

Your responsibilities include but are not limited to:

  • Handling client escalations
  • Assisting with the coordination of major incidents
  • Workforce planning to meet the business requirements of the Service Desk team including shift rostering
  • Updating and refining customer process documentation against industry recognised best practice frameworks like ISO and ITIL
  • Maintaining employee performance, development and engagement plans
  • Facilitating shift-left of workload from 2nd and 3rd level resolver groups
  • Managing 3rd party relationships with key vendors within the Service Desk
  • Working collaboratively with key business contacts to onboard new clients and services
  • Providing regular reports on Service Desk to track and maintain performance
What skills you will bring to the team:
  • Minimum of 2 years in a Team Leadership position
  • Minimum of 5 years’ experience in an IT Managed Services environment
  • Demonstrated experience with Service Desk Management and ITSM tool sets
  • Prior experience working in an ITIL environment
  • Experience working with external clients to achieve high levels of client satisfaction
  • Microsoft Technical Certifications will be highly desirable

Brennan IT offers an excellent remuneration package and benefits including:

  • An awesome team of people to work with
  • Access to the latest and greatest technology
  • Personal and Career development
  • High levels of reward and recognition for over achieving
  • Flexibility to work in the way that brings out the best in YOU
  • The ability to do what you love, in an environment that supports YOU
  • A focus on health and wellbeing - social club, sporting teams, discounted technology purchases, health checks and more

 As part of our hiring process, you will be required to undertake a Technical Assessment and a National Criminal History Check.