Technical Team Lead

Infosys; New South Wales; On-site; AUD 90,000 - 120,000; Full time

Job summary

Infosys BPM in Sydney seeks a Technical Team Leader (L1 Service Desk) to lead a team of technical executives delivering service desk operations and monitoring performance for timely, quality support. You will mentor, coach and groom the team, ensure process and knowledge management compliance, and own customer escalations from initial contact to resolution.

This role demands ITIL awareness, collaboration with operations, and willingness to work general shifts.

Qualifications

• Minimum 2–3 years service desk experience.
• Engineering or technical degree or diploma.
• ITIL trained/certification preferred.
• At least 1 year in a Team Lead role.
• Willingness to work rotational shifts.

Responsibilities

• Oversee day-to-day team delivery and performance.
• Coach and develop team members; bridge skill gaps.
• Handle user escalations and ensure timely resolution.
• Regular governance with internal and external stakeholders.
• Coordinate training and support resources for the team.
• Assess agent performance and drive improvement trends.
• Keep team updated on process changes and targets.
• Identify and lead process improvement (Six Sigma/Lean).

Skills

Team management

Coaching & mentoring

Communication

Decision making

Problem solving

Customer care operations

Education

Engineering degree

B.Sc. Computer Science

ITIL trained/certification

Tools

Windows & Office

Mobile OS support

Remote Desktop

VPN & Networking basics

Encryption & security

Registry fixes

Service desk tooling

Job description

Technical Team Leader (L1 Service Desk)

Location: Sydney

Contract Type: Permanent Full-Time

Shift: General shifts only

Note: Only applicants with Australia full work right, i.e., holding a valid visa will be considered for the role.

Position Summary

Manage a team of technical executives in service desk operations. Main objective of the role will be to supervise the day-to-day delivery and performance of the team.

The role will also require the individual to motivate, mentor, coach and groom the team.

Ensure process & KM compliance along with meeting client and internal commitments. Own all customer escalations and complaints.

Required skill set

General knowledge & skills

• Knowledge of Customer care operations
• Experience in managing teams
• Able to coach, mentor, motivate and interact with people
• Excellent verbal and written communications
• Strong decision making and analytical ability
• Demonstrate patience, passion for problem solving, ability to use knowledge bases, tools

Technical skills

• Min. 2-3 yrs. experience in working in Service Desk/ Tech support process providing remote support for Laptops / Desktops / LAN Issues / Application support/ Small Forms etc.
• Advance knowledge of T/S OS (Windows XP-10), Browsers, MS Office suite
• Advance knowledge of T/S Small Forms (iOS, Android, Windows)
• Intermediate knowledge of Registry Fix, Patch upgrades, Virus T/S, Security, Encryptions
• Intermediate knowledge of Network collaborations & VPN T/S
• Intermediate Networking knowledge
• Familiarity with RDC (Remote Desktop Connection)

Job duties and responsibilities

• Effectively manage teams including tasks such as resource planning, career planning, performance management, attrition management etc.
• Coach and help develop team members; help bridge knowledge gaps and overcome skill and will issues
• Handle User/customer escalations and formulate actions to resolve any concerns and ownership till resolution
• Regularly formulate and execute internal and external governance
• Effectively handle client escalations and formulate actions to resolve any concerns
• Work with the operations managers to obtain necessary resources like training and support for the team’s requirements
• Conduct quality assessment of agents’ performance and formulate trends for performance improvement of agents & teams
• Ensure that the team members have the necessary knowledge and training to effectively deliver on their targets
• Familiarize the team with the latest process update and changes, team and individual targets
• Identify process improvement ideas, mentor team members on implementing improvement ideas/Six sigma/lean projects

Education and other requirement

• Minimum experience of 2-3 years with relevant experience in service desk
• Engineering Graduate/ B.Sc. Computer Science / or Graduate with any technical degree/ diploma required.
• ITIL trained/ certification preferred
• A minimum of 1 year in the role of a Team lead.
• Willingness to work in rotational shifts

About us

Infosys BPM (www.infosysbpm.com), the business process outsourcing subsidiary of Infosys, was set up in April 2002. Infosys BPM focuses on integrated end-to-end outsourcing and provides transformational benefits to its clients through reduced costs, ongoing productivity improvements, and process re-engineering. Infosys BPM operates in India, Poland, the Czech Republic, the Netherlands, Ireland, South Africa, Brazil, Mexico, Costa Rica, the United States, Puerto Rico, China, the Philippines, Singapore, and Australia.

Infosys BPM has been consistently ranked among the leading BPM companies and has received multiple awards and recognition from key industry bodies and associations. Infosys BPM also has very robust people practices, as substantiated by the various HR-specific awards it has won over the years. The company has consistently been ranked among the top employers of choice, on the basis of its industry-leading HR best practices. The company’s senior leaders contribute widely to industry forums as BPM strategists.

Infosys BPM is committed to creating a diverse and inclusive working environment. We actively support and encourage people of all backgrounds; gender, age, ethnicity, race, cultural background, disability, religion and sexual orientation to submit an application and aim to ensure that the recruitment and employee experience is as accessible and inclusive as possible.

We provide adjustments including alternate formats to the recruitment process for candidates including individuals with disability. If you require an adjustment to be made during the recruitment process (including alternate formats) or have an enquiry about the support provided, please contact HR Team on 02 8913 5900 or email to [e-mail]