<h3 style="text-align:center;">IT Systems Support Team Leader</h3><p><strong>Objective:</strong></p><p>We are seeking a passionate and talented IT Support Team Leader to lead a small team providing technical and systems support to internal end users nationally across the desktop computing environment.</p><p><strong>Reporting to:</strong> IT Manager</p><p><strong>Responsibilities:</strong></p><ul><li>Lead a small team to provide outstanding levels of support and service to 300+ internal users.</li><li>Assist the Systems Administrators and IT Manager with desktops, servers, and infrastructure maintenance.</li><li>Support users with Windows 11 and desktop applications issues and requests.</li><li>Troubleshoot Windows OS in an efficient and professional manner.</li><li>Ensure all service requests are resolved within defined service levels and according to their priority.</li><li>Handle basic Systems Administration and Network Support requests.</li><li>Adhere to IT after-hours rostering schedules.</li><li>Support and troubleshoot Mobile Devices.</li><li>Perform additional tasks as required.</li></ul><p><strong>Competencies:</strong></p><ul><li><strong>High Work Standards:</strong> Set high standards of performance for self and others; assume responsibility and accountability for completing assignments or tasks; self-impose standards of excellence.</li><li><strong>Initiating Action:</strong> Take prompt action to accomplish objectives; achieve goals beyond what is required; be proactive.</li><li><strong>Decision Making:</strong> Identify and understand issues, problems, and opportunities; compare data from different sources to draw conclusions; use effective approaches to choose a course of action or develop solutions; take action consistent with available facts, constraints, and probable consequences.</li><li><strong>Managing Work:</strong> Effectively manage time and resources to ensure work is completed efficiently.</li><li><strong>Energy:</strong> Consistently maintain high levels of activity or productivity; operate with vigor, effectiveness, and determination over extended periods.</li></ul><p><strong>Knowledge and Experience:</strong><br></p><ul><li>Demonstrated experience in team leadership.</li><li>Solid understanding of IT systems, networks, and common software applications.</li><li>Solid IT industry experience and/or TAFE Certificate or other equivalent IT industry certifications.</li><li>Demonstrated experience in managing service level agreements (SLA).</li><li>Demonstrated experience supporting Windows 11 operating systems in complex and business-critical environments.</li><li>Experience with SOE deployment and process automation.</li><li>Experience in working with Microsoft Servers 2016 – 2022 and Active Directory environment.</li><li>3 years of Microsoft Office 365 administration knowledge.</li><li>Microsoft Intune experience in deployment, remediation, and compliance.</li><li>Exposure to cloud computing is advantageous.</li><li>Excellent communication skills (both written and verbal), high level of professionalism and maturity, and the ability to manage stressful situations.<br></li><li>Passionate about new technologies and willing to learn.</li><li>3 to 5 years’ experience in a system/helpdesk support environment.</li><li>Understanding of the principles of IT Service Management (ITIL) is advantageous.</li></ul><p><br></p> •
Last updated on Jul 26, 2024