About the Role

We’re hiring a Team Leader to join our client’s Sydney office! Our client is a global leader in medical equipment manufacturing, dedicated to advancing healthcare through innovation and excellence.

Responsibilities

- Be a SPOC for all escalated IT issues for the support services team.
- Manages Service-Now ticket queue and ensures proper routing/escalation of Incidents and or requests.
- Work as 2nd level support for system administration of Microsoft AD, Office 365 and other enterprise environments.
- Mentoring new joiners in the team and providing operational and functional training.
- Managing IT Asset inventory.
- Lead on process improvements and manage the team to implement Global/Local programs.
- Host weekly IT meeting for deskside team and presenting to Manager IT.
- Creation and modification of user information, DL, Security groups etc. in Microsoft AD workplace.
- Experience with Corporate software solutions including SCCM, Imaging tools, Anti-Virus, Share point, Office suites etc.
- Receive and respond to incoming calls, e-mails, and/or work from ticketing system and ensure timely closure of pending requests, maintaining SLA.
- Lead in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring IT processes.
- Monitoring of critical IT infrastructure and ensuring proper and timely escalation of system generated warning and alerts.
- Lead in developing long-term strategies and capacity planning for meeting future IT inventory asset needs.
- Write technical specifications, instructions, Knowledge base articles,



and validation documents for end users and IT processes.

Qualifications

- 5 - 8 years relevant work experience.
- Microsoft certification is a plus.
- Good project management Skills.
- Medical technology/manufacturing IT experience is a plus.
- ITIL v3 experience is a plus.
- Bachelor Degree is preferred.
- Excellent technical knowledge of HP desktop and laptop hardware plus software, including Microsoft Windows products such and Microsoft Office applications.
- Strong analytical and organizational skills.
- Strong communication and customer service skills.
- Driven to continually build knowledge and skills.

Required Skills

- Build relationships with peers, stakeholders, and customers.
- Become familiar with technology platforms and systems.
- Become familiar with the IT organization as to be built out of the ITO program.
- Ensure that support requests are captured in the ticketing system.
- Have a clear understanding of the local IT environment and articulate additional training and education needs as demanded by the local environment.

Preferred Skills

- Become a respected and trusted IT support services expert.
- Be able to resolve 90% of incidents in a self-sufficient manner within defined SLA’s.
- Be well integrated with the Asiapac support services organization and work in line with its structure and dependencies.
- Lead regional and/or global projects as per the organization strategy.
- Work in line with globally defined and available support services related processes and procedures.

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📌 IT Helpdesk Team Leader (New South Wales)
🏢 systemsGo
📍 New South Wales