Job Description

Role

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Technical Team Leader (L1 Service Desk)

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Location

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Sydney

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Status

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Permanent Full‐Time role

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Shifts

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General shifts only

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Visa Requirement

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Only applicants with Australian full work rights, i.e., holding a valid visa, will be considered for the role.

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Position Summary

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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.

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The role also requires motivating, mentoring, coaching and grooming the team.

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Ensure process & KM compliance, meet client and internal commitments, and own all customer escalations and complaints.

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Required Skill Set

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- General knowledge & skills: Knowledge of Customer care operations
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- Experience in managing teams
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- Able to coach, mentor, motivate and interact with people
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- Excellent verbal and written communications
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- Robust decision‐making and analytical ability
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- Demonstrate patience, passion for problem solving, ability to use knowledge bases and tools
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- 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.
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- Advance knowledge of T/S Small Forms (iOS, Android, Windows)
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- Intermediate knowledge of Registry Fix, Patch upgrades, Virus T/S, Security, Encryptions
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- Intermediate knowledge of Network collaborations & VPN T/S
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- Intermediate Networking knowledge
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- Familiarity with RDC (Remote Desktop Connection)
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Job Duties and Responsibilities

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- Effectively manage teams, including resource planning, career planning, performance management, and attrition management.
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- Coach and help develop team members; bridge knowledge gaps and overcome skill and will issues.
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- Handle User/Customer escalations and formulate actions to resolve any concerns, owning the process until resolution.
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- Regularly formulate and execute internal and external governance.
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- Effectively handle client escalations and formulate actions to resolve concerns.
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- Work with operations managers to obtain necessary resources such as training and support for the team's requirements.
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- Conduct quality assessment of agents' performance and formulate trends for performance improvement of agents & teams.
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- Ensure team members have the knowledge and training to deliver on their targets.
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- Familiarize the team with the latest process updates, changes, and targets.
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- Identify process improvement ideas and mentor team members on implementing improvement ideas, Six Sigma, or lean projects.
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Education and Other Requirements

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- Minimum of 2‐3 years of relevant experience in a service desk.
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- Engineering graduate, B.Sc. Computer Science, or a graduate with any technical degree/diploma.
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- ITIL trained/certification preferred.
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- At least 1 year in a Team Lead role.
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- Willingness to work in rotational shifts.
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📌 Service Desk Team Lead (New South Wales)
🏢 Infosys Bpm
📍 New South Wales