Service Desk Team Leader

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Do you have people management and technical skills? Join our growing team of IT superstars

What is the role

Mon-Fri, 38-hours per week onsite with hybrid options after probation.

The primary responsibility of this role is to provide leadership, supervision and mentoring to an allocated service desk team, allocating tickets, ensuring client satisfaction, service levels and performance targets are met, and a high level of morale is maintained. Providing hands-on technical support for clients when required will also be an important part of this role.

Duties and responsibilities may include but not be limited to the following:

Lead and support the team in daily operations.

Perform ticket allocation, oversight and reviews.

Provide continuous guidance, feedback, and mentoring.

Identify training needs and assist with performance management.

Coordinate day-to-day team activities.

Act as an escalation point and resolve issues efficiently.

Promote continuous improvement with the Service Desk Manager.

Collaborate on recruitment, onboarding, and exit processes.

Approve leave and manage team resourcing and leave balances.

Ensure consistent delivery of quality services.

Understand and meet SLA requirements.

Maintain operational procedures.

Keep ConnectWise updated with tickets and timesheets.

Facilitate effective communication within the team and organization.

Ensure compliance with WHS policies and procedures.

Remote Services Support (when required)

Answer inbound calls/emails promptly and log tickets with clear details (client, issue, priority).

Provide polite, professional support - troubleshoot hardware/software issues, password resets, access requests.

Meet strict SLAs for response time, resolution time targets.

Document every action in tickets with step-by-step notes for audit trails.

Follow up with clients to confirm resolution and update tickets before closing.

Update knowledge base with new solutions to reduce repeat tickets.

Maintain security compliance in all user access tasks.

Attend training sessions to expand technical and soft skills.

Who we are looking for

Successful candidate must possess:

Team Leadership Experience – At least 1 year in a management/team leader role with a direct reporting staff in a call center or support role.

Excellent Communication Skills – Required to mentor and train the team

Service Desk Operations Proficiency – Understanding how a Service Desk functions and the importance of customer service.

Performance Management – Ensuring tickets are processed by the team within SLA

Troubleshooting – Good base understanding of IT and Technical support.

Previous experience in Service Desk or Call Center support role.

ITIL - Core understanding of incidents, problems, and change management processes (desirable.)

Advance Technical Skills - Server, PowerShell, Firewall (desirable.)

What we offer

A friendly team environment with a strong technical support network

Broad range of options for training and developing your IT skills

Opportunity to work with the IT industry's latest technologies

Internal career growth for high performers and IT super-stars

Cost price on products from our suppliers

Lunches and snacks provided

Bonuses and incentives for upskilling

Referral bonus

Join New Era Technology, wherePeople Firstis at the heart of everything we do. With a global team of over 4,500 professionals, we're committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale.

At New Era, you'll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Driven by values like Community, Integrity, Agility, and Commitment, we nurture our people to deliver exceptional customer service.

If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work—together.

We believe that investing in our employees is the key to professional growth and setting the standard for excellence in our field. We are looking for new team members who showcase our core values of community, integrity, agility and commitment. If this resonates with you, there is an opportunity join New Era Technology's growing team of highly skilled and industry-certified professionals.

New Era Technology, Inc., and its subsidiaries ("New Era" "we", "us", or "our") in its operating regions worldwide are committed to respecting your privacy and recognize the need for appropriate protection and management of any Personal Data that you may provide us. In this, we are also committed to providing you with a positive experience on our websites and while using our products, services and solutions ("Solutions").

View our Privacy Policy here https://www.neweratech.com/us/privacy-policy/

Salary match Number of applicants Skills match

New Era Technology works with customers in Australia and across the world as a trusted technology adviser. Often a single project leads to a long-lasting partnership where we have the continued privilege of helping our customers deliver valuable technology solutions that improve efficiencies and experiences to their employees and customers.

Our global team of engineers, designers, and technology experts help break down the barriers that impede productive and secure work through purpose-built solutions including Collaboration & UC, Data Networking, Security, Cloud, Managed, and Professional services.

With more than 45 offices and 2000 employees worldwide, New Era is committed to delivering software solutions that connect people, places and information in a rapidly changing digital world.

New Era Technology works with customers in Australia and across the world as a trusted technology adviser. Often a single project leads to a long-lasting partnership where we have the continued privilege of helping our customers deliver valuable technology solutions that improve efficiencies and experiences to their employees and customers.

Our global team of engineers, designers, and technology experts help break down the barriers that impede productive and secure work through purpose-built solutions including Collaboration & UC, Data Networking, Security, Cloud, Managed, and Professional services.

With more than 45 offices and 2000 employees worldwide, New Era is committed to delivering software solutions that connect people, places and information in a rapidly changing digital world.

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