Team Leader – Global Service Desk (2nd Level IT&OT Support)

Team Leader – Global Service Desk (2nd Level IT&OT Support)

Job area Corporate functions Location Melbourne, Australia. Contract type Full time

Experienced in managing and developing a team of professionals in a dynamic, international and market-leading environment? Do you have affinity or experience with working in a global organisation and different cultures? We will  give you the opportunity to add value in our world-class projects alongside our talented experts!

Your Department

“Business unit Warehouse Solutions” is responsible for the development and execution of “Life-cycle Services” to our systems globally. As Team Leader 2nd Line IT & OT Support in the APAC region you are a key player in the department Global Service Desk, liaising between local Service Delivery Management and GSD management globally. The department you are joining provides 24×7 support to our growing set of customers with a strong desire to develop in to a “Hub” (follow the sun) support model.

Your Role

As Team Leader you will work within our Global Service Desk (GSD) organisation leading an experienced technical team of Information Technology & Operational Technology (IT & OT) Engineers. Together with the team you are ensuring an excellence of service to our global customers providing timely support, delivered in a professional way and adhering to the contractual Service Level Agreements (SLA’s) and internal Operational Level Agreements (OLA’s).

Key responsibilities and tasks:

  • Ensure continual alignment with peer GSD Team Leader(s)
  • Managing day to day operations within the team
  • Build and motivate team and set clear KPI's
  • Develop and mature the APAC hub
  • Drive business growth by developing the competences in the team to enable better performance
  • Support the team in critical issues as well internally as to external stakeholders
  • People management in adherence with HR policies
  • Lead team in meeting customer expectations, contractual SLA's and internal OLA’s
  • Together with the team embed and optimize the tools necessary for the support organization
  • Support continuity and continual improvement through a knowledge management approach leveraging process & tools to enable.
  • Liaise and be a sparring partner for your customer facing colleagues and your peer Team Leaders

Your Qualifications and Skills

We are seeking passionate and ambitious people, capable of making a positive impact on our key customers and internal team. Therefore, we are looking for a new colleague who has excellent people management skills, has a strong drive to win and goal oriented mentality with a hands-on approach. Besides, you will have:

  • A Bachelor Degree in a relevant subject preferably Computer Science/Mechatronics/Electrical/ Controls engineering;
  • Minimum 6 years working experience with experience in leading a team in an international environment; experience in industrial automation and/or warehousing environments are a plus;
  • Minimum 3 years’ experience in (technical) customer support; ideally low volume, high variation ticket environment;
  • A “Customer First” mindset, where your communication skills and proactive attitude make the difference
  • Solid understanding of ITIL/IT service management processes;
  • A continuously process improvement mind-set preferably experience in leveraging Six Sigma tools;
  • Excellent communication and stakeholder management skills;
  • An entrepreneurial mindset;
  • A high level of Cultural Awareness
  • Both verbal and written English are a must (Dutch and/or German speaking would be advantageous).
  • Living in Melbourne, Australia.
  • Australian Citizen or PR with full working rights in Australia.

How To Apply

Your cover letter should outline your relevant skills and experience and explain your motivation for your application.

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