IT Helpdesk Team Leader

About the Role

We're hiring a Team Leader to join our client's Sydney office! Our client is a global leader in medical equipment manufacturing, dedicated to advancing healthcare through innovation and excellence.

Responsibilities

• Be a SPOC for all escalated IT issues for the support services team.
• Manages Service-Now ticket queue and ensures proper routing/escalation of Incidents and or requests.
• Work as 2nd level support for system administration of Microsoft AD, Office 365 and other enterprise environments.
• Mentoring new joiners in the team and providing operational and functional training.
• Managing IT Asset inventory.
• Lead on process improvements and manage the team to implement Global/Local programs.
• Host weekly IT meeting for deskside team and presenting to Manager IT.
• Creation and modification of user information, DL, Security groups etc. in Microsoft AD environment.
• Experience with Corporate software solutions including SCCM, Imaging tools, Anti-Virus, Share point, Office suites etc.
• Receive and respond to incoming calls, e-mails, and/or work from ticketing system and ensure timely closure of pending requests, maintaining SLA.
• Lead in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring IT processes.
• Monitoring of critical IT infrastructure and ensuring proper and timely escalation of system generated warning and alerts.
• Lead in developing long-term strategies and capacity planning for meeting future IT inventory asset needs.
• Write technical specifications, instructions, Knowledge base articles, and validation documents for end users and IT processes.

Qualifications

• 5 - 8 years relevant work experience.
• Microsoft certification is a plus.
• Good project management Skills.
• Medical technology/manufacturing IT experience is a plus.
• ITIL v3 experience is a plus.
• Bachelor Degree is preferred.
• Excellent technical knowledge of HP desktop and laptop hardware plus software, including Microsoft Windows products such and Microsoft Office applications.
• Strong analytical and organizational skills.
• Strong communication and customer service skills.
• Driven to continually build knowledge and skills.

Required Skills

• Build relationships with peers, stakeholders, and customers.
• Become familiar with technology platforms and systems.
• Become familiar with the IT organization as to be built out of the ITO program.
• Ensure that support requests are captured in the ticketing system.
• Have a clear understanding of the local IT environment and articulate additional training and education needs as demanded by the local environment.

Preferred Skills

• Become a respected and trusted IT support services expert.
• Be able to resolve 90% of incidents in a self-sufficient manner within defined SLA's.
• Be well integrated with the Asiapac support services organization and work in line with its structure and dependencies.
• Lead regional and/or global projects as per the organization strategy.
• Work in line with globally defined and available support services related processes and procedures.