It Support Desk Supervisor

Are you passionate about cutting-edge technology? Do you agree that if something is worth doing, it is worth doing well? At CEA Technologies, we design and build some of the world’s most advanced and capable radar systems. Highly sought after both by the Australian Defence Force and our allies, these systems combine uncompromising design principles with a resolute commitment to ongoing research and development, and a staunch belief in the enduring quality of attention to detail in fabrication. In short, we are proud of what we do… but we know that there is always room for improvement. So if you can help us to make our products even better, we would love to hear from you!

The Position
We are seeking a dynamic and experienced Supervisor to manage the IT Support team with incident management focusing on Service Level Agreement (SLA) achievement by driving consistency and standardisation of IT support, processes and procedures.

The Person
Our ideal person will be responsible for:

• Organises, motivates, supports and builds an effective coherent team
• Coach and mentor junior staff in both process and performance.
• Establish Performance Development Plans for the team, monitoring the team and individual performance regularly providing regular informal and formal feedback.
• Provide intermediate level help desk and desktop support to internal and external stakeholders.
• Assist with allocation of support calls in accordance with management defined guidelines meeting Service Level Agreements (SLA).
• Reporting monthly statistics of incidents against SLA’s.
• Installation – Setup of desktop systems and software.
• Build strong relationships with business divisions to drive customer satisfaction.
• Ensure that all incidents are recorded, update communications, closed out or escalated if required.
• Provide continuous improvements within the CEA IT Support team.
• Assist Systems Administrator with day to day tasks.
• Troubleshoot intermediate problems – software and/or hardware.
• Install and support software, provide intermediate informal training where required.
• Keep abreast of emerging IT technologies and innovations, and provide advice where applicable.
• Administration of PABX / IP phone system.
• Administration of Printers / Print Servers.
• Supervise software acquisitions (testing, selection, ordering, set to work and renewal of maintenance).
• Excellent verbal, presentation and written communication skills, capable of communicating clearly.

Essential Eligibility Requirements

• Must be an Australian citizen and possess an AGSVA clearance level: NV1, or the ability to attain an NV1 clearance.
• Demonstrated exceptional Internal and external stakeholder engagement service and support. Dealing with customers and providing excellent customer service delivery.
• Confident negotiation skills when managing user expectations.
• Ability to lead and support the team on a day to day basis.
• A proven ability to manage conflicting demands from multiple stakeholders.
• Well spoken, confident and articulate.
• Good knowledge of TCP/IP.
• Strong interpersonal skills, including mentoring of staff.
• Broad knowledge of computer programs and applications.
• Solid experience with Windows Desktop Environment. Some exposure to Linux Systems.
• Significant experience with the selection, configuration, maintenance and installation of Desktop hardware.
• Proven documentation skills such as technical ‘how to’ documents.
• Strong leadership skills and understanding team dynamics.

How to apply
Please apply via our recruitment database. Click on the ‘Apply Now’ button below.

In your application you should provide a copy of your current resume/curriculum vitae, and complete the screening questions. Your application cannot progress without all elements completed.

We may review, short-list and/or conduct interviews for this role prior to the closing date of applications.

CEA encourages the submission of early applications.

CEA is committed to fostering a diverse and inclusive environment. We encourage applications from diverse backgrounds including women, veterans, those returning from a career break, mature age candidates and Aboriginal and/or Torres Strait Islander people.

To find out more about CEA, visit our website at www.cea.com.au

Enquiries
Please contact CEA’s Recruitment team at [email protected]