Helpdesk Team Lead - ICT

IT Helpdesk Supervisor Overview Role : IT Helpdesk Supervisor Department : Tech Services Reports to : ICT Manager Location : Campbelltown

Role Brief : The IT Helpdesk Supervisor is a key figure, steering the helpdesk team and guaranteeing efficient assistance to end-users. This role involves supervising daily helpdesk operations, providing leadership, ensuring compliance with SLAs, and upholding high customer satisfaction levels.

Key Duties :

• Team Leadership : Guide and cultivate a team of helpdesk support analysts. Allocate tasks, oversee progress, and ensure compliance with company policies.
• Service Provision : Supervise helpdesk operations, manage ticket queues, escalate intricate issues, and ensure issue resolution.
• Customer Relations : Uphold high customer satisfaction levels, address complaints, gather feedback, and maintain positive customer relations.
• Performance Evaluation : Monitor and report on performance metrics and KPIs, identify areas for improvement, and implement corrective actions.
• Training and Growth : Create and conduct training programs, keep the team informed about new technologies, and promote continuous learning.
• Technical Assistance : Provide assistance for complex technical issues, maintain knowledge of current IT systems, and assist in the deployment of new technologies.
• Documentation : Ensure accurate documentation of all helpdesk activities, maintain current records of system configurations, and develop user manuals.
• Emergency Support : Be the primary contact for monitoring and support requests on rostered weekends and provide emergency support services as required.
• Dispatcher Responsibilities : Assist in sorting and assigning customer support tickets, monitor the Autotask dashboard, and ensure proactive and timely remedial action.
• Project Involvement : Carry out assigned project work, assist in analyzing and documenting technical requirements, and apply change management methodology.

Qualifications :

Performance Metrics : Compliance with SLA response times, customer satisfaction ratings, ticket closure rates, and team performance.