Service Desk Lead

Are you an experienced Service Desk Lead looking to take the next step in your career? This is your opportunity to bring your expertise to a dynamic, growing organisation within the Agribusiness sector and make a real impact.

The Role:

We have a full-time, permanent opportunity for a Service Desk Lead to join our team based in Harvey, WA.

This role is critical in supporting the use, availability and operations of technology within Harvest Road Group. You will lead a team of 3 System Support Officers covering all Level 1 and 2 support requests and be based at our Processing Plant in Harvey.

Working in mostly a Microsoft Tech stack and several key supporting operating systems, the successful candidate will utilise their skills and experience to ensure the deployment and servicing of end user infrastructure is as seamless and effective as possible. The position is a key touchpoint with all stakeholders within Harvest Road Group and requires have a high level of communication skills.

The role will need to manage and cover a 6-day roster between 0430 hours and 1700 hours to ensure appropriate service desk support is available onsite. At times, you will be required to work Saturdays to ensure coverage.

Key Responsibilities:

• Provide overall direction for the technical support team members
• Develop a strategy and offer a model for technical support across all offerings and solutions.
• Ensure that end user devices are managed appropriately withing Intune.
• Set, monitor and report on service desk KPI’s and implement improvement initiatives with the team where required.
• Ensure PRTG alerts are being monitored and escalated or resolved appropriately.
• Ensure Pre-Start checks are executed correctly, ensure staffing are available on all operational days.
• Assist direct reports in the development and attainment of individual goals.
• Ensure that users are updated on the progress of their lodged issues.
• Maintain and roster weekly and on-call support resources
• Review, verify and approve staff time for payroll.

About You:

• At least 3 years of experience in a similar role.
• University, TAFE and/or relevant technical training.
• Ability to handle changing priorities, deal with ambiguity and use good judgment in stressful situations.
• Demonstrated experience in leading and managing an IT helpdesk team.
• A customer first approach when dealing with issues.
• Experience with Microsoft 365 Platform, including Azure, Intune, Exchange, SharePoint, InTune and OneDrive.
• Strong technical knowledge of network and server operating systems.
• Experience with support of Windows Operating Systems, SQL Server and Active Directory
• Experience of PowerShell scripting.
• Experience with virtualization environments.
• Understanding of project management principles and practices.
• Strong understanding of Helpdesk and Customer Relations Support systems.
• Experience of Data Security and Cyber Security basics.
• Possess excellent verbal and written communication skills.
• Strong ability to prioritise tasks and manage workload.
• Ability to work collaboratively, as part of a team.
• Ability to work unsupervised and deliver initiatives on time and on budget.
• Strong problem-solving, analytics and research capabilities and ability to handle changing priorities, deal with ambiguity and use good judgment in stressful situations.
• Ability to lead by example and demonstrate integrity, outstanding interpersonal and leadership skills.

What’s in it for you?

Joining Harvest Road Group means becoming part of a dynamic and supportive team in a thriving industry! Based in one of Western Australia's fastest-growing shires, Harvey offers a relaxed lifestyle nestled amidst farmlands and close to stunning beaches. We value our people and offer:

• Attractive salary and remuneration package.
• Excellent opportunities for training and genuine career growth, we're committed to your professional development and advancement!
• The chance to directly contribute to the success of Harvey Beef's renowned operations.
• Convenient perks like free onsite parking and canteen facilities (and we're close to town!).
• Access to our Employee Assistance Program and staff discounts.

• We embrace flexible work practices to accommodate evolving business requirements and responsibilities.

About us:

With six generations of agricultural heritage and a commitment to sustainability through evidence-based practices, Harvest Road Group is proud to produce some of Australia's highest quality food products. We are passionate about delivering premium agricultural food that reflects the best our country has to offer. Today, Harvest Road encompasses the iconic Harvey Beef and Leeuwin Coast brands, supplying a range of exceptional food products to domestic and international markets. Our business is built on innovation, integrity, and a deep connection to the land, and we are committed to continuous improvement in everything we do – from paddock to plate.

Please follow the ‘Apply’ button to submit your application to join one of Western Australia’s largest agri-food businesses. Applicants should present with a cover letter and current resume.

Please note that applications from agencies will not be considered at this time.

Go to: https://www.harvestroad.com to learn more about our values and other career opportunities.

We are an equal opportunity employer, and we are committed to having a workforce that reflects the community in which we live and work. We encourage Indigenous Australians, people with a disability and people of all ages, culturally diverse backgrounds, gender identity and sexual orientation to apply.