Team Leader IT Service Desk

Unlock Your Global Cybersecurity Career Potential Without Compromise!

Join a team that offers more than just a standard job; it provides a transformative experience. Our client is currently offering an exciting opportunity for a Service Desk Team Lead/Supervisor role, which opens doors to global possibilities, allowing you to thrive while maintaining the ever-elusive work-life balance we all aspire to achieve. In this role, we wholeheartedly recognize the significance of a well-balanced life. We are committed to ensuring that, once your workday comes to a close, you have dedicated hours entirely for yourself. This means you can fully engage in your passions, enjoy precious moments with your loved ones, or simply unwind after a productive day.

As a Service Desk Team Lead/Supervisor, you will serve as the primary point of contact for all service desk inquiries, overseeing a dedicated team of customer service representatives. Your role will involve responding to customer inquiries promptly and in a professional manner, ensuring the provision of accurate information and effective solutions to meet their needs.

• Bachelor s degree in computer science, management information systems, or a related field
  
• 5+ years of experience working in a technical support role, preferably within an AU client context
  
• 2+ years of experience managing a team of technical support staff
  
• Exceptional customer service skills
  
• Excellent written and verbal communication skills
  
• Strong analytical and problem-solving skills
  
• Preferred Skills and Qualifications:
  
• Working knowledge of ServiceNow or a similar ticketing system
  
• ITIL certification
  
• Project management experience
  
• Experience with remote desktop tools, such as ConnectWise Control or TeamViewer
  

• Serve as the primary point of contact for all service desk inquiries, managing a team of customer service representatives
  
• Respond to customer inquiries in a timely and professional manner, providing accurate information and solutions
  
• Escalate complex customer issues to the appropriate department or manager for resolution
  
• Monitor service desk performance metrics, including average handle time, first call resolution rate, and customer satisfaction score
  
• Train and coach service desk staff on company policies and procedures, as well as best practices for customer service
  
• Develop and implement process improvements to increase efficiency and effectiveness of the service desk
  
• Create and maintain documentation for all service desk processes and procedures
  
• Stay up-to-date on new products, services, and features, and share this information with the team
  
• Handle customer complaints and feedback in a constructive and positive manner
  
• Assist with hiring and onboarding of new service desk staff
  
• Manage service desk budget, including vendor contracts and invoicing
  
• Report regularly to upper management on service desk performance and KPIs
  

• HMO coverage
  
• Day shift schedule
  
• Prime office location
  
• 20 Leave credits per year consumed at your discretion with up to 5 days commutable to cash
  
• Employee engagement programs
  
• Upskilling through Emapta Academy
  
• Exposure to world-class, high-level management from foreign direct superior
  

Our client, Acurus, is an Australian technology services company that empowers some of the countrys most successful businesses. When you join our clients team, you become part of a company with over a decade of experience in designing and deploying technology solutions that redefine business success. At Acurus, they turn innovation into action and are guided by visionary leaders who transform bright ideas into demonstrable results.

Discover a world of possibilities at Emapta, where your career takes flight in stability and growth. Join a team that thrives on camaraderie, supporting each other to achieve excellence together. Experience the satisfaction of being recognized for your contributions with competitive compensation packages that reflect your skills and commitment. Immerse yourself in a positive work culture that encourages collaboration, innovation, and personal development. We provide you with the platform for your success, empowering you to reach new heights in a supportive and inclusive environment.

With a wide roster of international clients from various industries and a proven track record of success, Emapta offers a stable foundation for your career. Team up with like-minded professionals who are passionate about making a meaningful impact through premium global opportunities at your fingertips. Apply now and create a better future with us.

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