initial 3 months assignment with the view to convert to perm
Sydney offices, 100% onsite
Immedidate start
initial 3 months assignment with the view to convert to perm
Sydney offices, 100% onsite
Immedidate start
Green Light are looking for a Service Desk Team lead to work with one of our clients. Great opportunity to leverage your experience and expertise to refine and improve service delivery and improvements to service management processes.
The Service Desk Lead will manage a groups of junior service desk Analysts, someone who has great ITIL experience and manage all performance aspects of the service desk and clients systems.
This role does require an
active AGSVA baseline clearance at a minimum
. Consultants that do not hold this minimum requirement will not be considered.
Responsibilities
Single point ownership for Operations of Service Desks & Desk side support in the area of Remote IT Infrastructure
Manage and maintain the after hours roster ensuring all shifts are covered
Responsible for running an ITIL compliant operation and enforcing security and compliance requirements
Client Interaction and Management
Own Team Review meeting, Meet and beat committed Service Levels, identify improve
Experience of providing deskside support in relation to End User Services
Experience of supporting all aspects of IT support: End User Services, Networks and services operating out of datacentre
Evaluate and optimise customer experience management systems across the service desk
Reorganise service priorities based on variable throughput across a shared services desk
Manage service volumes across call handling, incident and service request management registration and resolution through operational resolver groups.




Oversight and control of incident updates during business hour SLA
Improve and enhance the Service Desk process and procedures for ease of execution and delivery.
Operate as the escalation point for necessary service functions that require additional focus and seek assistance where required
Requirements
5 Years of IT service management or delivery role operating with complex IT services and environments
3 year Minimum experience in a Service Desk Management role and leading level-1 Service Desk teams
Tertiary business education desirable but not mandatory
Technology certifications desirable but not mandatory
ITIL Foundation V3
Robust analytical, prioritizing and project management & planning skills
Passionate commitment to customer experience and service excellence
Bachelor's degree or equivalent work experience required.
Relevant experience in providing service solutions to internal and external customers
We are an Australian onshore services company that provides technology capability across ANZ and Asia. Our services range from day-to-day operational activities, through project delivery, to more strategic and transformational programs. At Green Light, we are committed to creating a diverse and inclusive workplace where everyone feels valued and respected. We are proud to be an equal opportunity employer and do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
We encourage applications from all backgrounds and communities, and we are dedicated to providing a fair and accessible recruitment process for all candidates. During the recruitment process, if you require any accommodations or modifications please reach out to ****** or call *************.
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📌 Service Desk Team Lead (Baseline) (New South Wales)
🏢 Green Light Worldwide
📍 New South Wales