Helpdesk Team Lead

Job brief

Join a dynamic organization committed to seamless IT operations. Lead and mentor the Help Desk team, driving service excellence and operational efficiency. Play a pivotal role in improving IT support processes and systems.

Responsibilities

• Respond to and resolve helpdesk tickets for hardware, software, and system issues within SLAs.
• Troubleshoot technical issues (levels 1-3) and escalate complex cases when needed.
• Supervise, train, and mentor helpdesk staff, ensuring they deliver top-tier support.
• Promote self-service solutions and train employees on IT systems to enhance efficiency.
• Maintain and manage IT assets, including inventory, updates, and security compliance.
• Assist with IT procurement and manage contracts and licenses.
• Document and maintain troubleshooting guides, FAQs, and support documentation.
• Monitor systems proactively, resolving potential issues before escalation.
• Generate reports on KPIs, identifying trends and opportunities for improvement.
• Collaborate with the Infrastructure Manager and IT teams on projects and initiatives.

Requirements

• Minimum of 3 years in a helpdesk or IT support role.
• At least 1 year in a leadership or supervisory role, or leading IT projects.
• Strong technical expertise in IT systems, hardware, software, and scripting (e.g., PowerShell, Python, Bash).
• Proficiency in helpdesk ticketing systems and IT asset management tools.
• Excellent communication, organizational, and problem-solving skills.
• Proven ability to lead and motivate a team effectively.

Preferred Qualifications

• Bachelors degree in Computer Science, IT, or a related field.
• Familiarity with IT service or security frameworks.
• Experience with cloud technologies and project management tools.

Benefits & Perks

• Salary offered: $90,000 - $110,000 per year + superannuation.
• Flexible work arrangements with a remote-friendly policy.
• Opportunities for professional growth and career advancement.
• Collaborative and supportive work culture focused on innovation.
• Work with cutting-edge technologies and dynamic teams.