IT Systems Support Team Leader
Objective:
We are seeking a passionate andtalented IT Support Team Leader to lead a small team providing technical and systems support to internal end users nationally across the desktop computing environment.
Reporting to: IT Manager
Responsibilities:
- Lead a small team to provide outstanding levels of support and service to 300 internal users.
- Assist the Systems Administrators and IT Manager with desktops servers and infrastructure maintenance.
- Support users with Windows 11 and desktop applications issues and requests.
- Troubleshoot Windows OS in an efficient and professional manner.
- Ensure all service requests are resolved within defined service levels and according to their priority.
- Handle basic Systems Administration and Network Support requests.
- Adhere to IT afterhours rostering schedules.
- Support and troubleshoot Mobile Devices.
- Perform additional tasks as required.
Competencies:
- High Work Standards: Set high standards of performance for self and others; assume responsibility and accountability for completing assignments or tasks; selfimpose standards of excellence.
- Initiating Action: Take prompt action to accomplish objectives; achieve goals beyond what is required; be proactive.
- Decision Making: Identify and understand issues problems and opportunities; compare data from different sources to draw conclusions; use effective approaches to choose a course of action or develop solutions; take action consistent with available facts constraints and probable consequences.
- Managing Work: Effectively manage time and resources to ensure work is completed efficiently.
- Energy: Consistently maintain high levels of activity or productivity; operate with vigor effectiveness and determination over extended periods.
Knowledge and Experience:
- Demonstrated experience in team leadership.
- Solid understanding of IT systems networks and common software applications.
- Solid IT industry experience and/or TAFE Certificate or other equivalent IT industry certifications.
- Demonstrated experience in managing service level agreements (SLA).
- Demonstrated experience supporting Windows 11 operating systems in complex and businesscritical environments.
- Experience with SOE deployment and process automation.
- Experience in working with Microsoft Serversand Active Directory environment.
- 3 years of Microsoft Office 365 administration knowledge.
- Microsoft Intune experience in deployment remediation and compliance.
- Exposure to cloud computing is advantageous.
- Excellent communication skills (both written and verbal) high level of professionalism and maturity and the ability to manage stressful situations.
- Passionate about new technologies and willing to learn.
- 3 to 5 years experience in a system/helpdesk support environment.
- Understanding of the principles of IT Service Management (ITIL) is advantageous.