IT Service Delivery - Team Lead

The IT Service Delivery – Team Lead coordinates technology applications and equipment daily to maintain operations efficiently. This role provides both remote and on-site technical support, including troubleshooting, installations, repairs, upgrades, backups, and routine maintenance.

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In addition to technical functions, this position entails managing and coaching a group of technical support specialists, setting performance targets, providing training opportunities, and conducting regular performance assessments. The Team Lead is also responsible for effective prioritisation, encouraging team teamwork, and driving continuous improvements in service delivery to improve overall efficiency and user experience.

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What You'll Do

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• Deliver professional, high-quality IT Helpdesk customer service to internal employees.
• Build and maintain strong relationships with the Global Aristocrat IT team.
• Lead and thrive optimally in a fast-paced, high-intensity, and team-oriented environment.
• Oversee, track, categorize, and resolve trouble tickets with detailed documentation.
• Diagnose and troubleshoot sophisticated technical issues on local and remote devices, proactively addressing potential problems.
• Manage incidents and service requests, including escalations, end-to-end within the ticketing system.
• Partner with leaders to develop and maintain technical processes and procedural documentation.
• Provide coaching and support to team members, assisting with escalations, training opportunities as needed.
• Build, maintain, and troubleshoot PCs, laptops, and proprietary client hardware.
• Proactively offer user assistance via phone, email, walk-up support, remote access, and virtual smart bar.
• Oversee and assist with hardware procurement and budget management.
• Perform additional duties as assigned by management (i.e., training, projects).

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People Management

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• Lead and mentor a team of IT support professionals, fostering a high-performance and collaborative work environment.
• Set and communicate performance goals, provide regular feedback, and conduct performance evaluations.
• Organize training and development opportunities to enhance team skills and technical knowledge.
• Ensure efficient resource allocation, workload distribution, and task delegation.
• Improve ongoing IT service provision by implementing effective processes and continuous improvement.

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Physical Demands

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• Requires the ability to lift and move computer equipment, including unpacking, setting up, and relocating hardware.
• Must be able to push and pull carts weighing up to 140 pounds and lift to 50 pounds multiple times per day or week.

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What Were Looking For

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• Requires a high school diploma or equivalent experience.  A bachelor's/Associate degree in Information Technology or a related field is preferred.
• 2-4 yrs. Helpdesk/Service Desk experience in a large global enterprise environment.
• Depth of technical knowledge across a broad range of IT disciplines.
• Prior people leadership experience required
• This role demands deep technical expertise, leadership skills, and a dedication to providing outstanding IT support services in a dynamic and fast-paced global environment.
• Strong verbal, influence, and written communication skills.
• Strong customer focus and attention to detail.
• Work with minimal direction.
• Must be a self-starter and customer service oriented.
• Strong agility, organization, time management, and prioritization skills to work effectively.
• A+, Network+, Security+ certification preferred; MCP certification or equivalent preferred.  ITIL certification or experience is a plus.

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Why Aristocrat?

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Aristocrat is a world leader in gaming content and technology, and a top-tier publisher of free-to-play mobile games. We deliver great performance for our B2B customers and bring joy to the lives of the millions of people who love to play our casino and mobile games. And while we focus on fun, we never forget our responsibilities. We strive to lead the way in responsible gameplay, and to lift the bar in company governance, employee wellbeing and sustainability. We’re a diverse business united by shared values and an inspiring mission to bring joy to life through the power of play.

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We aim to create an environment where individual differences are valued, and all employees have the opportunity to realize their potential. We welcome and encourage applications from all people regardless of age, gender, race, ethnicity, cultural background, disability status or LGBTQ+ identity. EEO M/F/D/V

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• World Leader in Gaming Entertainment
• Robust benefits package
• Global career opportunities

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Our Values

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• All about the Player
• Talent Unleashed
• Collective Brilliance
• Good Business Good Citizen

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Travel Expectations

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None

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Pay Range

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$78,282 - $145,381 per year

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Our goal is to pay a market competitive salary focusing near the median of our pay ranges. However, final offers for all positions will be based on several factors such as experience level, education, skills, work location, and internal pay equity.

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This position offers a comprehensive benefits package, including health, dental, and vision insurance, paid time off, and a 401(k) plan with employer matching, more details available at https://atibenefits.com/.

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Additional Information

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At this time, we are unable to sponsor work visas for this position. Candidates must be authorized to work in the job posting location for this position on a full-time basis without the need for current or future visa sponsorship.