ABOUT THE OPPORTUNITY

This is your opportunity to bring your leadership abilities and skilful technical support to join a motivated team delivering upon Kinetic IT’s award-winning customer service.

As a Team Leader, you will guide and support your team, fostering growth, quality, and knowledge while ensuring a great customer experience. You'll handle client escalations, collaborate with Managers, and work with internal and external stakeholders to resolve issues. Focused on people and process improvement, you'll help drive operational efficiency and continuous improvement.

IF YOU WERE HERE YESTERDAY, HERE ARE SOME THING YOU WOULD HAVE BEEN INVOLVED IN: 

• Monitoring and delegating/assigning, work tasks to ensure they are actioned to meet operational service levels
• Assisting with the day-to-day operations, including ticket management, knowledge management and ticket health
• Mentoring and supporting team members, along with training new crew members
• Acting as a quality assurance and escalation point for the team and the customer
• Requesting and providing input into key people practices such as performance planning, appraisals, and goal setting
• Applying your ITIL & SIAM knowledge of change, problem, request and incident management
• Understanding, using and interpreting best practice policies and procedures to ensure adherence
• Technical writing, reporting and documentation skills.

KEEN TO GET INVOLVED? YOU'LL JUST NEED SOME OF THE FOLLOWING: 

• Required: A minimum AGSVA NV1 clearance or higher
• Ability to obtain a National Police Check
• High level interpersonal and relationship management skills
• Exposure to leadership and mentoring of staff with a natural ability to lead
• Ability to understand, interpret, and implement best practice policies and procedures to ensure adherence
• Proven experience in coordinating process execution in an ITIL-aligned IT Service Management environment, with specific experience in the relevant practice aligned to your role

Don't meet every requirement? Don’t worry, we’d still love to hear from you!

At Kinetic IT we value diversity and are actively seeking candidates with varied backgrounds. In selecting the right person for this role, we will consider your skills and experience as well as your personal qualities, attitude and potential for development.

ABOUT KINETIC IT

We are recognised market leaders in the delivery of high-quality technology solutions to large public, private, and government organisations.  As an Australian-owned company, we take a lot of pride in delivering exceptional service that exceeds our customers’ expectations and positively contributing to our industry and community.  We hire for the long term and have a strong focus on training and developing our employees.  Everyday our amazing 1,400+ crew come to Kinetic IT not just to work but to be challenged, grow and be part of something bigger.

THE KINETIC IT DIFFERENECE

• Flexible working, paid parental leave, and other benefits tailored to your individual goals.
• Regular fun company and social events – Sundowner, Family Fun Day, Quiz Night and End of Year Party
• Vendor Exam Support, ITIL V4 Training and Communities of Practise groups
• Dedicated professional development reviews every 6 months, with monthly follow ups
• An open and supportive culture where we respect all people and individuals, and everyone has a voice

HOW TO APPLY

First, check out our website Kineticit.com.au. If you like what you see then, click on the ‘Apply’ button or contact us through careers@kineticit.com.au.