• Port Melbourne VIC 3207, Australia
• Full-time

Company Description

Global Express moves the businesses that move Australasia, offering our customers unrivalled access to an extensive transport network across Australia and New Zealand. Our services are designed around our customers with road, air, sea and rail freight options to securely deliver everything from documents through to critical spare parts and medical supplies.  

Job Description

We are looking for an experienced Support Team Lead  to join our Courier Business.

As the Support Team lead you would be responsible for the delivery of support services for users of Group IT – Global Express applications (particularly applications supporting the Courier business (Rockhopper, Customer Portal & MyToll, EDI, Integration & others)). You would provide support services for both internal and external software ensuring that the agreed business demand is met at the quality required, delivering business value in a cost effective and timely manner.

As the Support Team Lead, you will:

• Contribute to a highly effective support framework for Group IT – Global Express applications (particularly applications supporting the Courier business)
• Supervise and manage workload for staff engaged in supporting the Courier business with appropriate success KPIs and measurement  
• Assist the Support Lead in ensuring that processes, procedures, and appropriately skilled resources are in place and tested to ensure that services are delivered to agreed service levels
• Ensure a high level of customer service focus and responsiveness to ensure delivery as per service level agreements
• Collaborate with the Support Lead to identify continuous improvement opportunities within support and business processes to increase operational efficiency
• Work with the broader Group IT – Global Express applications team to ensure agreed commitments are delivered.

Qualifications

To be successful in this role, you will need:

• At least 5+ years of relevant experience in IT support services within a similar sized multi-national organisation
• Strong communication, influencing and presentation skills
• Experience working in a fast paced and challenging environment, demonstrating capacity management skills
• Experience supporting digital eCommerce and mobility platforms highly desirable
• Demonstrated successful experience in engaging with key business stakeholders to ensure customer expectations are managed
• Experience in COBIT or ITIL best practice
• Experience in working within an agile environment desirable

Additional Information

Be Connected

Recently acquired by Allegro Funds, a successful Australian private equity company, Global Express has an exciting future ahead and will benefit from a transformation program, underpinned by $500 million in funding to support and grow the business. It’s never been a more exciting time to join our team as we take the next step in our journey.

Toll embraces and celebrates a variety of cultures. We continue to build a business that reflects the values of equality, built on the knowledge and understanding that everyone is welcome including the First Nations Peoples and those of all ages, genders and abilities.

To find out more about us visit www.tollgroup.com/careers

To be considered, you must be entitled to work in the specified country and be prepared to undertake pre-employment checks including a criminal history check and medical assessment.  

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