Team Lead, Americas

Digital Health Technology team powers digital experiences and engagement to enhance the lives of millions of people every day through connected care. We build, deliver and manage a portfolio of data management platforms and mobile offerings in support of our core businesses. We thrive on simple and elegant architecture and agility. You’ll be immersed in a dynamic high-growth environment and empowered to excel, take informed risks, and drive ingenuity across the enterprise.

As the ETS Team Lead for Distribution, Americas, reporting into the Manager of Enterprise Services, you will deliver an extraordinary customer experience and IT support to all ResMedians making their lives easier by supporting them, quickly and effectively.  You will bring your expertise to task by streamlining day to day operations. You will work closely with other cross functional leaders and align with global ETS management team to deliver exceptional execution of the organization’s Enterprise Services strategy.

What you will do:

Lead Day-to-day operations of the Distribution Center IT service desk team

Monitor ticket volumes generated and help prioritize backlog to keep SLAs on track, ensuring a high level of customer satisfaction

Ensure Service Desk processes are documented, maintained, communicated, followed and in line with Enterprise Services’ practices

Show leadership and direction by engaging and inspiring the team members both locally and remotely

Identify and implement process improvements, initiatives for your team

Coach and mentor, the Distribution Center team through ongoing support, feedback, and recognition

Work with managers and leadership in other departments to identify key technical and business problems, evaluating possible solution options

Contribute to improving support by handling complaints and resolving escalations

All other related tasks to support the company’s evolution and the Distribution Center IT team

Your Leadership Code:

You love helping people and solving problems

You are a trusted coach and mentor to your team

You love sharing your IT experience, rolling up your sleeves, and beings hands on with your team

Minimum of (5) year of experiences in IT with previous experience in Distribution Center operations and help desk environment

You are customer focused and willing to provide a commitment to lead others to achieve outstanding customer satisfaction

You are a natural problem solver

You are a critical thinker

You are patient and friendly even with challenging situations

You can share your knowledge in an easy-to-understand way

Joining us is more than saying “yes” to making the world a healthier place. It’s discovering a career that’s challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now! We commit to respond to every applicant.