Manager IT Support | Information & Technology ( Australia Shift Time)

Colliers (NASDAQ, TSX: CIGI) is a leading diversified professional services and investment management company. With operations in 68 countries, our 19,000 enterprising professionals work collaboratively to provide expert real estate and investment advice to clients. For more than 29 years, our experienced leadership with significant inside ownership has delivered compound annual investment returns of approximately 20% for shareholders. With annual revenues of $4.3 billion and $96 billion of assets under management, Colliers maximizes the potential of property and real assets to accelerate the success of our clients, our investors and our people. Learn more at corporate.colliers.com, X @Colliers or LinkedIn.

Job Summary:

We are seeking a dedicated and skilled Team Lead for team of Technical Analyst to join our first level response customer support team. The ideal candidate will provide exceptional technical assistance to our customers via chat and phone, ensuring timely and effective resolution of their issues. This role requires excellent communication skills, troubleshooting and technical expertise, and a customer-focused approach. The Candidate should have people management skill to support team in team development and provide guidance during critical situations by effective decision-making and managing escalated cases.

Key Responsibilities:

• Effective triaging of Australia based customers’ requests or issues raised via service now, mails or calls.
• Oversees the daily operations of the team. Manage the scheduling of shifts, assigning tasks, and ensuring adequate coverage for support hours.
• Diagnose and troubleshoot critical technical problems, providing clear and concise solutions.
• Support in performing regular system health checks, user ID maintenance, system performance tuning, capacity planning.
• Manage or escalate complex issues to the appropriate department or personnel when necessary and track till the closure by collaborating with other team members.
• Document customer interactions, including details of inquiries, complaints, and actions taken in ServiceNow.
• Follow up with customers to ensure their issues are resolved and achieve customer satisfaction for the tickets handled by team.
• Liaise with Management and ensure the team operations are aligned to the organization’s goal. Timely basis, compile and analyze data related to team operations and share with management.
• Maintain up-to-date knowledge of the company’s products, services, and support policies.
• Ensure IT operation processes comply with company policy requirements.
• Train team members on company policies, procedures, and technical skills. Conduct training sessions to keep the team updated on new technologies and best practices.
• Demonstrate ability to work independently with minimal supervision while also being a proactive team player and team lead.
• Assist in developing and implementing Knowledge Articles and procedures to enhance operational efficiency.
• Manage and mentor IT Team, providing guidance and support to ensure their professional development and effective performance.
• Proactively identify recurring issues or inefficiencies within the team operations and propose solutions or improvements to enhance service delivery and customer satisfaction.
• Assist in upgrading/migrating systems and software to ensure secure, reliable, and stable operation of the end-user computing environment.

Preferred Qualifications:

• Graduation in Information Technology or equivalent; additional technical certifications in Windows are plus.
• Relevant certifications (e.g., ITIL Certified Professional) would be advantageous.
• Minimum 7 years of relevant IT experience including of minimum 3 Years experience in managing IT team.

Requirements:

• Proven experience in a technical support role, preferably in a chat and phone support environment.
• Proven experience in leading a team effectively with team development and driving continuous improvement.
• Strong analytical and technical troubleshooting skills and the ability to diagnose and resolve technical issues.
• Excellent verbal and written communication skills (English).
• Willingness to learn and adapt to new technologies and methodologies.
• Ability to handle multiple tasks and prioritize effectively.
• Audit the quality of updates for the tickets handled by team and SLA adherence.
• Strong ServiceNow, Intune Administrator, Windows Operating System, Networking, Active Directory
• Customer-focused attitude with a commitment to providing exceptional service.
• Graduation in Information Technology or equivalent; additional technical certifications in Windows are plus.

Technical Skills:

• Operating Systems: Proficiency in Windows operating systems, installation and upgrades, and troubleshooting.
• Networking: Understanding of Basic networking concepts like WAN, LAN, WiFi, DNS, Firewall and troubleshooting the issues related to network.
• Hardware: Experience with computer and Laptop hardware components, including installation, configuration, and troubleshooting.
• Cloud Services: Understanding of cloud computing services such as Cloud Printing, Azure administration.
• Security: Awareness of cybersecurity principles and practices, including vulnerabilities and their remediation.
• Technical Support Tools: Working knowledge of MS Teams, Azure Tools, Office365 Suits, SharePoint and TeamViewer for remote support. Knowledge of ServiceNow and ability to manage and update requests efficiently.