Desktop Support Team Lead
This role is based in Sydney. Due to customer requirements, we will require Australian Citizenship to be eligible, no visa sponsorships for this position.
About Us
At Datacom, we combine technology, expertise, and talented people to help organisations thrive in a rapidly changing world. As one of Australasia's leading technology providers, we work with customers across industries to solve real-world problems and deliver meaningful outcomes.
Whether we're supporting governments, enterprise organisations, or growing businesses, we're committed to creating meaningful outcomes for our customers, communities, and each other.
The role in one line
Own the performance, standards and technical quality of the desktop support team.
What you will be accountable for
- Service performance — SLA attainment, first-contact resolution rate, backlog age and escalation volumes. You own the numbers and the corrective actions when they move the wrong way.
- Technical standards — Input into the SOE build process, ensuring the build is at its most efficient, asset accuracy, and the technical quality of the team's work. You set the standard and audit against it.
- Root cause elimination — Identifying problem incidents and working with the problem team and other stakeholders, using evidence to drive out the underlying causes.
- Team capability — Coaching, competency assessment
