IT Systems Support Team Leader

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.