The Company:

27 branches. 48,000 satisfied clients. Alsco Uniforms has been providing professional, hygienic, Managed Rental Services throughout Australia since 1963.

The Alsco Uniforms group consists of: Alsco Uniforms, a Managed Rental Service provider of Linen, Workwear, Mats, Industrial and First Aid; Australian Linen Supply, commercial linen for the hospitality sector, accommodation, and healthcare industries; Deane Apparel, the uniform experts; Clean Room Garments (CRG), contamination and infection control solutions; and Fresh & Clean, Managed Washroom services. The passion of our 2,200 employees in Australia is the driving force behind our success.

Why You Should Join Us:

Permanant full time - Job security working for a market leading company, Internationally recognised and national footprint. Essential service provider during COVID time.

Leading a Service team and contributing to Financial and Strategic Planning with full leadership support – take your career to the next level

Inclusive Company Culture: Experience a great company culture with a friendly and supportive environment. We believe in inclusivity and foster a workplace where everyone feels valued. Come be a part of a team that's more than just colleagues

Celebrate Success - From “Employee of the Month” to “Annual Awards” and “Years of Service” milestones – we make sure your efforts are seen and celebrated.

Chatswood, 2067 - Very convenient with easy access to various public transportation.

About The Role

Reporting to the Infrastructure Manager, the Service Desk Team Lead is responsible for driving a continually improving Service Desk experience for all customers through regular feedback, quick issue resolution, case progress transparency, allocation & escalation of high priority cases. This position plays a crucial role in maintaining and improving the IT service management processes and providing leadership and direction to the service desk staff.

The Service Desk Lead plays a pivotal role in ensuring the smooth operation of IT support services. This position requires a balance of technical expertise, leadership skills, and a strong commitment to customer satisfaction.

Key accountabilities for the role are:

Team Leadership: Manage and mentor a team of service desk analysts, providing guidance, training, and performance evaluations.

Incident Management: Ensure timely response and resolution of incidents and service requests, adhering to defined SLAs and quality standards.

Process Improvement: Continuously review and enhance service desk processes to increase efficiency and effectiveness.

Customer Service: Foster a customer-centric approach, ensuring high levels of user satisfaction and effective communication throughout the support process.

Reporting and Metrics: Generate regular reports on service desk performance, identifying trends and areas for improvement.

Collaboration: Work closely with other IT teams to resolve complex issues and implement new technologies and services.

Knowledge Management: Develop and maintain a comprehensive knowledge base for service desk staff and end-users.

Key Skills and Experience Desired:

Experience

Minimum of 3-5 years of experience in a service desk or IT support role, with at least 1-2 years in a leadership position.

IT Skills Framework (SFIA)

Application Support (ASUP – Level 4)

Incident Management (USUP – Level 4)

Problem Management (PBMG – Level 4)

Change Control (CHMG – Level 4)

Release Management (RELM – Level 3)

Qualifications & Licenses

Tertiary Degree in Information Technology or greater

Certifications

ITIL Foundation certification or equivalent preferred.

Skills

Strong leadership, communication, and problem-solving skills

Proficiency in IT service management tools and best practices.

If this position sounds like the right opportunity for you, then click the ‘Apply for this job’ button to submit your application. We look forward to receiving your application.

As part of our recruitment process, you will be required to complete probity check, pre-employment screening, including reference checking and health screening involving drug and alcohol testing.

Alsco Uniforms is an equal-opportunity employer. We evaluate qualified applicants without regard to race, colour, religion, sex, national origin, disability, and other legally protected characteristics.

Agencies please note: Alsco Uniforms is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at Alsco Uniforms via email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Alsco Uniforms. No fee will be paid in the event the candidate is hired by Alsco Uniforms as a result of the referral or through other means.