Job Title: Team Lead
Location: Canberra, Australia
About the Role:
* Manage a team of support specialists, providing coaching and support to ensure high-quality service delivery.
* Manage and coordinate the backlog of incidents, bugs, change requests, and system enhancements across the breadth of the Salesforce platform.
* Execute all required ICT change management activities.
* Develop and implement support processes and procedures.
* Collaborate with cross-functional teams to identify and prioritize bug fixes, system enhancements, and upgrades.
* Perform operational tasks including access management and provisioning, backup and restore activities, internal reviews, control implementation, and service transition activities.
* Build and maintain relationships with key stakeholders to ensure business objectives are met.
About You:
* Experience of at least 3-5 years in managing IT support operations, including managing teams.
* Experience working with cross-functional teams and managing stakeholder relationships.
* Experience in developing and implementing support processes and procedures.
* Strong problem-solving skills and attention to detail.
* Experience working with the Atlassian suite, specifically Jira, Confluence, and Service Desk (desirable).
* Strong understanding of the Salesforce platform and its functionalities (desirable).