EUC Technical Lead

  • Full-Time
  • Posted 3 weeks ago
  • You must be an Australian Citizen and eligible to obtain and maintain Australian Government security clearance.

Company Details

Electro Optic Systems is a leading Defence, Space and Communications company. EOS has designed, manufactured and exported advanced technology systems for over 35 years. We are a world leader in space information and intelligence services, optical, microwave and on-the-move satellite products, optical sensor units and remote weapon systems for the land sea and air.

About Us 

Electro Optic Systems (EOS) is an ASX listed Australian technology company operating in the defence and aerospace markets.  Our products incorporate advanced electro-optic applications based on EOS core technologies in software, laser, electronics, optronics, gimbals, telescopes and beam directors, and precision mechanisms.  With our headquarters in Canberra and a growing global workforce, we are experiencing exponential growth and are placed to become Australia’s leading defence and aerospace exporter.


  • Structured friendly and supportive team
  • Learning and development opportunities
  • Flexible Working Hours
  • Working from home options
  • Opportunities for further career development
  • Free Parking
  • Paid parental leave
  • Employee incentive scheme
  • EOS is an Equal Opportunity Employer.

 Job Description

About the role 

As Service Desk Team Leader, you will lead the EOS Service Desk in providing level 1 and 2 support to EOS staff based in Australia, Singapore, and the Middle East. You will work in close collaboration with the EOS ICT Manager to develop the EOS Service Desk into a professionally managed environment.  This position is an integral part of the ICT operations team and will work closely with the Global Head of ICT and other leadership teams to deliver high quality service to EOS staff. The key responsibilities of this role will include but not be limited to:

  • Manage the day-to-day call centre coverage, queue management and ticket handling and identify improvements to processes to support customer outcomes.
  • Manage all people – Individual Development Plans, Roster Management, Coaching and Leave management for Service desk staff.
  • Act as the first level escalation point for timely resolution of tickets and critical incidents.
  • Work with senior analysts on regular incidents, impacts and potential improvements for staff.
  • Generate reports, both technical and managerial, to monitor service desk performance and communicate with senior management as required.
  • Document and maintain support process knowledge material and keep team updated.
  • Maintain an Asset register of all IT assets.
  • Provide and review the team’s input into recommendations on Process Improvement initiatives and implement as appropriate.
  • Deploy and manage desktop hardware through Intune to new and existing staff.

 Desired Skills and Experience

About You 

To be successful in the role you will be a technically sound people leader and a problem solver, with a strong customer mind-set. You should be detail oriented and able to demonstrate:

  • Tertiary qualifications in Information Technology or relevant industry experience
  • Experience as a Service Desk Team Leader of 3-5+ years working in IT Service Management or a similar role.
  • Demonstrated experience with all aspects of Service Desk e.g. People management, Reporting, rostering, Process documentation, Escalation management
  • Demonstrated management and deployment knowledge of MS Windows 7/10/11, MS Office (2013, 2016), O365 and Intune.
  • Sound knowledge of VPN, IE, and Network Connectivity fundamentals.
  • Effective oral and written communication skills to ensure clear and accurate communications with all stakeholders.
  • Effective negotiation and problem resolution skills

How to Apply 

If you are willing to take on a challenge and want to contribute to a proud Australian company that is growing rapidly then we would like to hear from you. Please apply now with your resume and a covering letter outlining your experience and why you believe you are the right fit for our organisation.

We may review, short-list and/or conduct interviews for this role prior to the closing date. We encourage the submission of early applications.

Due to Australian Government security clearance requirements for this role, you must be an Australian Citizen and eligible to obtain and maintain appropriate security clearances.

Tagged as: information technology, engineering

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