Team Lead - IT Service Desk

We have a fantastic opportunity for an experienced IT Team Lead to join our IT Team in our Melbourne office.

Primary Duties and Responsibilities

• Lead daily operations of the IT Service Desk and provide people leadership to members across Sydney and Melbourne offices, offering guidance, coaching, and attending to escalations.
• Develop team members and driving strong customer service culture focused on user satisfaction and positive outcomes.Ensuring the team aligns with ITIL best practices and principles.
• Working with team members to set goals and development plans.
• Capacity and workforce management.
• Maintaining the ITSM platform including ownership of the service catalogue.
• Analysing ticketing data - identifying trends and process improvement opportunities, ensuring the IT Service Desk are meeting SLA and KPI targets, improving first contact resolution, reduction in repeat incidents.
• Regular reporting to the Manager - IT Operations on Service Desk performance and incident/request trends.
• Owning the escalation of major incidents ensuring the team follows escalation processes.
• Provide hands on technical expertise with developing technical solutions and processes within the Service Desk function, and resolving tickets as required.
• Maintaining and creating knowledgebase and process documentation.
• Managing end-user asset refresh cycles of laptops and mobile devices, asset and stock level management.
• Coordinate team shift and after hours support rosters.
• Provide project support when required.
• Management of key vendors who closely work with the IT Operations Team, including escalations.
• Cultivate an awareness of information security risks, stay informed of latest cyber threats, instil best cybersecurity practises and take practical steps to protect the firm and client from cyberattacks.

Skills/Knowledge

• Strong leadership attributes.
• Excellent communication and interpersonal skills.
• Excellent organisational and administrative skills.
• Excellent problem solving and analytical skills.
• Industry certifications highly regarded

Experience

• At least 3 years experience in a similar Team Leader role.
• Experience in a client centred organisation within a professional services environment.
  
• ITIL framework, managing ITSM platforms.Microsoft 365 and EntraID ecosystem, Microsoft Windows 11 and Office
• Active Directory, groups, organisational units, policies.
• Remote support.
• iManage DMS.
• Citrix, networking.
• Windows servers and services.
• Essential 8, ISO 27001, Role Based Access Control (RBAC).

Our Firm and Culture

Russell Kennedy is a commercial law firm with more than 380 people in Melbourne and Sydney. We are committed to providing exceptional legal strategies and solutions to our clients, guided by market-leading expertise across our key sectors of focus.

As part of our team, you'll receive hands on experience, quality mentoring and access to valuable learning opportunities. We encourage a professional and committed work ethic, while recognising the importance of an enjoyable working environment and balanced lifestyle. We believe we have a culture where individuals of all backgrounds and abilities feel included and confident in bringing their whole selves to work, and where your talents are fostered, empowering you to contribute to the success of the firm.

Russell Kennedy is proud to be an equal opportunity employer and is certified as a WGEA Employer of Choice for Gender Equality, as well as being certified as a gold employer in the Australian Workplace Equality Index for employers with 500 or less employees. We respect and celebrate the things that make each of us different. The firm supports and promotes a range of initiatives to create an environment that is characterised by equal access and respected participation of all groups and individuals. There is a particular focus and emphasis on gender equality, inclusion of First Nations peoples, accessibility for people with disability, LGBTQIA+inclusion, and cultural diversity. Russell Kennedy is recognised by Australian Disability Network as a Disability Confident Recruiter employer.

Russell Kennedy is committed to attracting and retaining the best talent available. We acknowledge the importance of work life balance, all current and prospective employees have access to flexible work options and workplace adjustments including alternate accessible formats, where required. If you require an adjustment during the recruitment process please contact Leanda Nissen on .

Russell Kennedy Lawyers acknowledges the Traditional Custodians of the lands on which we meet and work. Our offices are situated on the unceded lands of the Wurundjeri and Gadigal peoples. We pay our respects to their Elders, past and present, to their emerging leaders and to the resilience, creativity and vitality of their cultures including their laws and systems of governance.