Service Desk Team Leader

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.

• 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.

• 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.

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).

• 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

New Era Technology, where People First is 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. You will join a team-oriented culture that prioritizes your personal and professional development, work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. 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.

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