Our Why

Datacom works with organisations and communities across Australia and New Zealand to make a difference in people’s lives and help organisations use the power of tech to innovate and grow.

About the Role (your why)

The Team Leader – Operations (Region) is responsible for directing the coordination of technical and administrative support activities including installation, repair, preventive maintenance, and engineering change upgrades to be performed at client sites.

What you’ll do

In this role, you will be responsible for estimating, scheduling, and ensuring that all resource planning requirements are sufficient to provide the required levels of availability and support. You will manage customer expectations by overseeing the support model and providing technical mentoring and guidance to less experienced members of the team. Your ability to determine how to use resources effectively to meet service level agreements and support objectives will be key to your success. You will be expected to remedy complex problems and provide technical consultation in line with the established support model, while planning systems capabilities and resources to fulfill user requirements. Mentoring other engineers to uplift skills is also a critical part of your responsibilities. You will monitor system performance for all corporate platforms, install, test, and maintain system hardware and software, and provide guidance and advice within the latitude of established company policies to meet schedules and resolve technical problems. You will be responsible for implementing a principle-driven health and safety culture that ensures the safety of employees in line with Datacom policy. Additionally, you will attend daily team calls and ensure you are up to date on account processes and governance to enable your team to succeed. You are responsible for coordinating and governing Business As Usual (BAU) activities and ensuring the ongoing success of your team by maintaining processes and procedures that enable optimal performance. As the primary escalation point for all engineers on your team, you will be relied upon to assist with any complex incident or request management issues that arise. You will oversee the rostering of staff and ensure that all training is kept up to date, equipping your team with the necessary skills to stay ahead of emerging technologies.

What you’ll bring

To be successful in this role, you will have a strong understanding of Service Delivery techniques and disciplines, along with specialised product and industry knowledge. A solid understanding of the Outsourced IT services market and infrastructure project requirements will also be important. Your experience in financial management practices, particularly the relationship between costs, utilisation, and project revenue, will be beneficial. You will bring at least 5 years of experience in corporate IT, either from a business or technical background, and at least 2 years in a similar role with team leadership and mentoring experience. You will have the ability to work on complex issues where analysis of situations or data requires evaluation of relevant factors, and you will exercise judgment in selecting methods and techniques for obtaining results. The ability to establish and assure adherence to budgets, schedules, work plans, and performance requirements is also essential. You will have the ability to network and develop productive relationships with both technical and non-technical employees at all levels of the organisation and lead large, collaborative teams to achieve organisational goals. A strong ability to work well under stress and conflict, coupled with proven negotiating skills, will be important in ensuring win/win situations for all parties. You will also need to possess proven analytical and problem-solving skills, excellent customer relationship-building and management skills, and strong influencing and persuasive abilities. Effective presentation skills with the ability to convey technical information across various levels are also important. Finally, a strong understanding of the request management processes within the Service Now tool is highly desirable, including the ability to efficiently manage and track incidents, service requests, and workflows to ensure seamless service delivery.