Service Desk Team Lead

2 weeks ago

Sydney, New South Wales, Australia Northbridge Recruitment Full time

Service Desk Team Lead

We are working with an established and respected Australian MSP that has grown substantially year-on-year and now has 60 + staff across Australia and the Philippines, with an impressive list of customers nationally, an incredibly high staff retention rate and fantastic, supportive management.

Due to exceptional success and ongoing expansion, they are seeking an experienced Service Desk Team Lead, where you will be in the beating heart of the company Here you will have countless opportunities to grow and learn as well as show the true meaning of quality customer service and technical support across multiple clients.

The Role:

  • Guiding Your Team: You'll lead a team of technicians and administrative staff. This involves offering advice, providing mentorship, conducting quarterly and annual reviews, running regular team meetings, and managing workforce planning and performance.
  • Setting an Example: As a role model, you'll deliver exceptional customer service and technical support. Collaborating with your team, you'll troubleshoot issues up to level 2, continuously enhancing your own technical expertise.
  • Motivating and Empowering: Your strategies will focus on motivating and empowering team members. You'll support their personal and professional growth, fostering an environment where everyone thrives.
  • Cultivating Team Culture: Creating an enjoyable, high-performing, and merit-based team culture is essential. Your leadership will contribute to a positive work environment.
  • Service Excellence: You'll consistently strive to improve service levels, meeting all service targets and key performance indicators (KPIs).
  • Training and Development: Coordinating regular training sessions, you'll engage with team members to set strategic goals and provide resources for achieving training objectives.
  • Knowledgebase and Documentation: Developing internal knowledgebase articles and process documentation ensures efficient operations within your team.
  • Collaboration with HR: You'll collaborate with Human Resources (HR) for recruitment and onboarding of new team members.

Experience:

  • Australian Permanent Residency (PR) or Citizenship: Only candidates with Australian PR or citizenship are eligible.
  • Current Australian Driving License: Possession of a valid Australian driving license is required.
  • IT Background and Troubleshooting Expertise: You bring an IT background and the ability to independently troubleshoot level 2+ issues. Beneficial if you have worked in (MSP) environments.
  • Coaching and Staff Development: Demonstrated proficiency in coaching and developing staff members. Your ability to nurture talent is essential.
  • Incident and Problem Management: You've shown competence in incident and problem management. Handling complex situations is part of your skill set.
  • Effective Communication: Excellent written and verbal communication skills are crucial. You can connect with a diverse range of people in a warm, friendly, and helpful manner.
  • Results-Driven Problem Solver: Your track record demonstrates problem-solving skills, innovation, and critical thinking. You're driven to achieve results.
  • Time Management and Prioritization: Efficiently managing time and prioritising client needs and deadlines are second nature to you.
  • Collaborative Team Player: As a team player, you work well collaboratively and can follow complex instructions and processes.
  • Emotional Intelligence and Relationship Building: Your strong emotional intelligence enables effective relationship building with both internal and external stakeholders.
  • Desire for Professional Growth: You're motivated by professional growth and development

Benefits:

  • Company-issued Microsoft Surface device and welcome gift during onboarding
  • Offer the option of hybrid working arrangements (Once probation has been completed)
  • Competitive training and certification program to ensure employees are always growing and learning - Not only pay for your exams, training resources, and subscriptions but also provide paid work time off to sit the exams
  • A supportive management team that collaborates with all employees to establish training goals, providing mentoring, accountability and support towards achieving successful outcomes
  • Birthday gifts that can be used for anything from technology to gift cards
  • Regular social events, LAN events and generally awesome team culture
  • Onsite parking and close to public transport
  • Ability to purchase technology and electronics at cost price


If this role or company sounds like your next career move, then please click APPLY online or reach out to me by email at

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