Service Desk Team Leader

3 weeks ago

Sydney, Australia Balance Recruitment Full time

Our client, a growing MSP located in the CBD, is in need of a motivated Team Leader to act as the glue between their clients and their technical team to ensure that services are delivered to the highest level of quality. Reporting in to the Service Desk Manager,

**This role will see you**:

- Manage the day/day activities of both the Support and Escalation teams and ensure that there is a smooth flow of issues between the two areas.
- Motivate team member, ensure that training/professional accreditation is kept up to date and provide ad hoc training along the way.
- Ensure that all tickets are solved in a timely way and that all SLA’s are met.
- Be the technical escalation point for the Service Desk, providing expertise and guidance to resolve complex technical issues.
- Work with internal teams around solution improvements or automations that will enhance service delivery.
- Collaborate with stakeholders to identify recurring issues and recommend proactive solutions to improve service quality.
- Monitor Service Desk performance metrics, analyse trends and produce reports.
- Identify opportunities for process improvements and contribute to the development of best practices for enhanced service effectiveness.

**You will bring to the role**:

- Minimum of 1-2 years of relevant experience in IT Service Desk leadership role, along with solid experience gained working in a Service Desk.
- Excellent organisational and time management skills, with the ability to prioritise tasks effectively
- A customer centric mindset, strong attention to detail and accuracy in handling data and documents
- Exceptional communication skills
- A sound understanding of service management / ticketing tools
- Must be a Citizen/Permanent Resident and hold an Australian driver's license
- While previous experience gained in an MSP will be treated as a definite plus.

Balance Recruitment is committed to equal opportunity employment. We celebrate diversity and encourage people from all sections of the community to apply.

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