Role
Technical Team Leader (L1 Service Desk)
Location
Sydney
Status
Permanent Full‐Time role
Shifts
General shifts only
Visa Requirement
Only applicants with Australian full work rights, i.e., holding a valid visa, will be considered for the role.
Position Summary
Manage a team of technical executives in service desk operations.
The main objective of the role is to supervise the day‐to‐day delivery and performance of the team.
The role also requires motivating, mentoring, coaching and grooming the team.
Ensure process & KM compliance, meet client and internal commitments, and own all customer escalations and complaints.
Required Skill Set
General knowledge & skills: Knowledge of Customer care operations
Experience in managing teams
Able to coach, mentor, motivate and interact with people
Excellent verbal and written communications
Robust decision‐making and analytical ability
Demonstrate patience, passion for problem solving, ability to use knowledge bases and tools
Technical skills – Min. 2‐3 yrs.
experience in a Service Desk/Tech support role providing remote support for laptops / desktops / LAN issues / application support / small forms, etc.
Advance knowledge of T/S Small Forms (iOS, Android, Windows)
Intermediate knowledge of Registry Fix, Patch upgrades, Virus T/S, Security, Encryptions
Intermediate knowledge of Network collaborations & VPN T/S
Intermediate Networking knowledge




Familiarity with RDC (Remote Desktop Connection)
Job Duties and Responsibilities
Effectively manage teams, including resource planning, career planning, performance management, and attrition management.
Coach and help develop team members; bridge knowledge gaps and overcome skill and will issues.
Handle User/Customer escalations and formulate actions to resolve any concerns, owning the process until resolution.
Regularly formulate and execute internal and external governance.
Effectively handle client escalations and formulate actions to resolve concerns.
Work with operations managers to obtain necessary resources such as training and support for the team's requirements.
Conduct quality assessment of agents' performance and formulate trends for performance improvement of agents & teams.
Ensure team members have the knowledge and training to deliver on their targets.
Familiarize the team with the latest process updates, changes, and targets.
Identify process improvement ideas and mentor team members on implementing improvement ideas, Six Sigma, or lean projects.
Education and Other Requirements
Minimum of 2‐3 years of relevant experience in a service desk.
Engineering graduate, B.Sc.
Computer Science, or a graduate with any technical degree/diploma.
ITIL trained/certification preferred.
At least 1 year in a Team Lead role.
Willingness to work in rotational shifts.
#J-*****-Ljbffr

📌 Service Desk Team Lead (New South Wales)
🏢 Infosys Bpm
📍 New South Wales