Service Desk Team Leader
Auto General
  • locationToowong, QLD
  • salaryNot disclosed
  • full-time 19 January 2021
  • locationToowong, QLD
  • salaryNot disclosed
  • full-time
Job Description

Service Desk Team Leader

Work Type : Full Time
Location : QLD
• Lead a high-performing Service Desk team
• Directly contribute to the Leadership team's effectiveness
• Toowong location
The Role:

The Service Desk Team Leader provides operational leadership in managing team performance and the delivery of day-to-day frontline technology support services, as part of the reliable delivery of the technology systems and tools that underpin Auto & General’s business operations. This position is a 12 month fixed term contract.

Key Accountabilities:
• Coordinate the allocation and monitor the quality and closure of Service Desk incidents and requests to ensure the efficient and effective delivery of services.
• Own the development and maintenance of Service Desk knowledgebase, operational procedures and processes for service delivery.
• Provide an effective interface between users, internal Technology teams and service providers.
• Provide input into the development of the Service Delivery Department strategy and lead the tactical execution of operational plans and day-to-day Service Desk services
• Lead and manage the Team’s performance relative to the objectives and within the company’s frameworks for continual monitoring, measurement and improvement of performance, productivity and quality.
• Provide input into the development of the team budget and monitor performance against approved allocations, escalating variations as appropriate.
• Directly contribute to the Leadership Team’s effectiveness through proactive engagement, collaboration, negotiation and alignment with peers.

Knowledge and Experience:
• 3+ years’ relevant Service Desk experience with additional years' experience in a Team Leader role within a similar organisation environment;
• Relevant tertiary qualifications or industry certifications;
• Excellent communication skills with the ability to accurately articulate technical incidents and business impact into clearly understood everyday language for broader distribution;
• Outstanding time management with the ability to multitask in a complex and high-pressure environment;
• Experience in the leadership and supervision of a team, with the demonstrated ability to coach and develop others; and
• Demonstrated ability to develop, document, implement and continually evolve operating policies, processes and procedures.

Who are Auto & General:

Auto & General is the Australian arm of a private global group with 8,000 employees across 31 offices and over 8.9 million customers worldwide.

In Australia, Auto & General launched in 2000 and has grown to provide industry-leading motor, home and travel insurance products both directly through Budget Direct and via industry leading partnerships. With an Australian team of 1400+ we are now looking for talented individuals who can help drive our ambitious growth plans.

Our Benefits:
• Toowong - City fringe location
• Join our vibrant social and community activities including annual celebration, family fun days and regular events across each of our sites;
• Enjoy additional leave days - ‘ME’ leave and ‘Volunteer Day’ leave;
• Study support (up to 50% of tuition fees for relevant courses) and professional membership reimbursement;
• Employee discounts on Car, Home, Travel insurance, Roadside Assistance;
• Income protection insurance provided to support you in the event of non-work related illness or injury;
• Discounts with a broad range of providers, including gym memberships, accommodation, dental care and more.

If you are seeking a new challenge and would enjoy the opportunity to work in a growing and changing business, click on the APPLY NOW button and submit your application.

Auto & General welcome and value diversity in the workplace

*A note from Auto & General to recruitment agencies: We politely ask that you avoid making any approaches or sending any unsolicited resumes to our Recruitment Team or Hiring Leaders across our business. Auto & General is not responsible for any fees related to unsolicited resumes.

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As a leading specialist fibre and network solutions provider, Vocus connects people, businesses, governments, and communities across Australia and New Zealand, to the world. With a world-class team of experts, we challenge convention and do things d

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Auto & General is a company that dreams big. Our high performance goes hand in hand with high levels of integrity and this is what drives us to be successful. Auto & General has specialised in the sale, management and underwriting of insurance produ

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Service Desk Team Leader

  • Job Details:
    Not disclosed AUD
    Toowong, QLD, Full time
  • Key Dates:
    19 January 2021
    Last 1 days to apply
  • Industry:
    Information and Communication Technology
  • Insights:
    0 Applicants
    1 Views
Job Description

Service Desk Team Leader

Work Type : Full Time
Location : QLD
• Lead a high-performing Service Desk team
• Directly contribute to the Leadership team's effectiveness
• Toowong location
The Role:

The Service Desk Team Leader provides operational leadership in managing team performance and the delivery of day-to-day frontline technology support services, as part of the reliable delivery of the technology systems and tools that underpin Auto & General’s business operations. This position is a 12 month fixed term contract.

Key Accountabilities:
• Coordinate the allocation and monitor the quality and closure of Service Desk incidents and requests to ensure the efficient and effective delivery of services.
• Own the development and maintenance of Service Desk knowledgebase, operational procedures and processes for service delivery.
• Provide an effective interface between users, internal Technology teams and service providers.
• Provide input into the development of the Service Delivery Department strategy and lead the tactical execution of operational plans and day-to-day Service Desk services
• Lead and manage the Team’s performance relative to the objectives and within the company’s frameworks for continual monitoring, measurement and improvement of performance, productivity and quality.
• Provide input into the development of the team budget and monitor performance against approved allocations, escalating variations as appropriate.
• Directly contribute to the Leadership Team’s effectiveness through proactive engagement, collaboration, negotiation and alignment with peers.

Knowledge and Experience:
• 3+ years’ relevant Service Desk experience with additional years' experience in a Team Leader role within a similar organisation environment;
• Relevant tertiary qualifications or industry certifications;
• Excellent communication skills with the ability to accurately articulate technical incidents and business impact into clearly understood everyday language for broader distribution;
• Outstanding time management with the ability to multitask in a complex and high-pressure environment;
• Experience in the leadership and supervision of a team, with the demonstrated ability to coach and develop others; and
• Demonstrated ability to develop, document, implement and continually evolve operating policies, processes and procedures.

Who are Auto & General:

Auto & General is the Australian arm of a private global group with 8,000 employees across 31 offices and over 8.9 million customers worldwide.

In Australia, Auto & General launched in 2000 and has grown to provide industry-leading motor, home and travel insurance products both directly through Budget Direct and via industry leading partnerships. With an Australian team of 1400+ we are now looking for talented individuals who can help drive our ambitious growth plans.

Our Benefits:
• Toowong - City fringe location
• Join our vibrant social and community activities including annual celebration, family fun days and regular events across each of our sites;
• Enjoy additional leave days - ‘ME’ leave and ‘Volunteer Day’ leave;
• Study support (up to 50% of tuition fees for relevant courses) and professional membership reimbursement;
• Employee discounts on Car, Home, Travel insurance, Roadside Assistance;
• Income protection insurance provided to support you in the event of non-work related illness or injury;
• Discounts with a broad range of providers, including gym memberships, accommodation, dental care and more.

If you are seeking a new challenge and would enjoy the opportunity to work in a growing and changing business, click on the APPLY NOW button and submit your application.

Auto & General welcome and value diversity in the workplace

*A note from Auto & General to recruitment agencies: We politely ask that you avoid making any approaches or sending any unsolicited resumes to our Recruitment Team or Hiring Leaders across our business. Auto & General is not responsible for any fees related to unsolicited resumes.


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