Service Desk Team Leader

About Us

​ManpowerGroup (MPG) is a world leader in innovative workforce solutions. Since 1965 we have been connecting Australians to meaningful work every day, across a wide range of skills and industries, helping to power the success of clients around the world. Our company is constantly growing and developing, and we pride ourselves on providing talent solutions to organisations. 

About the Role

Reporting to the IT Manager, your focus will be to oversee the service desk team and ensure the delivery of high-quality first and second level IT support services to end users. This includes timely response and resolution of incidents, requests and enquiries while maintaining a positive customer experience.

Your key responsibilities:

Service Desk Operations

• Manage the ServiceDesk to provide technical support, answering support queries via the telephone, using remote desktop tools and ensuring Australia wide coverage across all locations and agreed hours of operation
• Act as a further escalation point for unresolved or escalated calls
• Support users in the use of computer equipment by providing necessary training and advice
• Manage Desktop support tickets assigned by the IT Support Desk from initiation to resolution (ticket life cycle), ensuring the customer is kept informed all the way, and ensuring expectations are set and met and keeping weekly open tickets to less than 10
• Mentor staff to improve the capabilities and usefulness of the Helpdesk team

Infrastructure and Hardware

• Ensure hardware inventory control and asset management
• Manage the deployment of Hardware and Infrastructure including governing the Desktop SOE
• Interstate travel for a few days once every 6 months to visit interstate Manpower offices and check in with business users

Vendor Management

• Manage the operational and commercial performance of existing Network, Telecommunications, Hardware and Infrastructure vendors to contracts and SLAs
• Support Third Party Risk Management process for the take on of new Vendors

Right Management Defence Support

• Be the Service Desk first point of contact for user requests for IT support/administration including Application Support / Level 1 ticket troubleshooting and manage user related tasks such as password reset, account creation/deletion/unlocking
• Assist with providing evidence for yearly Audits
• Provide additional support to a government environment, including monthly patch management and application/database troubleshooting. Includes performing patching procedures including the Linux servers get patched on a regular basis. This involves 3 out of hours additional work a month that can be taken in time in lieu or overtime.
• System maintenance including clearing disk space, checking backups are created, scheduled tasks are running
• Possibility of being involved in project duties next year if enhancements to existing solutions take place

Your Background

• Based in Sydney and an Australian Citizen (be defence cleared or capable of being cleared)
• Previous experience working on desktops, servers and Networks
• Demonstrated helpdesk experience and staff management (you will have 1 future offshore direct report)
• Experience with Microsoft 365
• Demonstrated understanding of Wi-Fi, LAN and WAN infrastructures
• Sound understanding of Cyber Security practice & ITIL Principles
• Intermediate SQL experience, Database experience, and application support is essential
• Oracle experience is desirable but not essential
• Experience with Linux OS, ServiceNow, JIRA and Red Hat is ideal
• Experience with Windows Server 2012, 2016 and 2019 roles and features & Active Directory user Management
• Experience with Windows Endpoint OS family

What you'll get in return

• Free access to expert and confidential advice, counselling and support
• Hybrid working
• A supportive and innovative culture
• Access to study leave and internal exposure opportunities to support your continued growth and development
• Excellent parental leave and in work support program
• Opportunities to give back to the community
• Paid wellness day off each quarter plus birthday leave

Our promise

At ManpowerGroup, we care about people and the role of work in their lives. We respect people as individuals, trusting them, supporting them, enabling them to achieve their aims in work or in life. This means that we'll work with you to achieve your career goals and dreams by supporting and developing you as your career grows.

If you would like to be a part of ManpowerGroup, please APPLY now.