initial 3 months assignment with the view to convert to permSydney offices, 100% onsiteImmedidate startinitial 3 months assignment with the view to convert to permSydney offices, 100% onsiteImmedidate startGreen 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 anactive AGSVA baseline clearance at a minimum.
Consultants that do not hold this minimum requirement will not be considered.ResponsibilitiesSingle point ownership for Operations of Service Desks & Desk side support in the area of Remote IT InfrastructureManage and maintain the after hours roster ensuring all shifts are coveredResponsible for running an ITIL compliant operation and enforcing security and compliance requirementsClient Interaction and ManagementOwn Team Review meeting, Meet and beat committed Service Levels, identify improveExperience of providing deskside support in relation to End User ServicesExperience of supporting all aspects of IT support: End User Services, Networks and services operating out of datacentreEvaluate and optimise customer experience management systems across the service deskReorganise service priorities based on variable throughput across a shared services deskManage 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 SLAImprove 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 requiredRequirements5 Years of IT service management or delivery role operating with complex IT services and environments3 year Minimum experience in a Service Desk Management role and leading level-1 Service Desk teamsTertiary business education desirable but not mandatoryTechnology certifications desirable but not mandatoryITIL Foundation V3Strong analytical, prioritizing and project management & planning skillsPassionate commitment to customer experience and service excellenceBachelor's degree or equivalent work experience required.Relevant experience in providing service solutions to internal and external customersWe 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 prospect 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