Service Desk Team Leader

5 days ago

Sydney, Australia Tecala Full time

**Join our Team**:
Our aim is to change the tech industry, with you beside us. We’re renowned for partnering with Australia’s most progressive, forward-thinking businesses that share our vision of a future where technology is the enabler of bolder, faster, and smarter ways of operating.

We are passionate about what we do, how we do it, and most importantly, why we’re doing it. And we’re just as hungry for your growth and success as we are for ours. In fact, the two should go hand in hand.

At Tecala, we’re proud to be a Great Place To Work Certified organisation and to have been listed in Australia’s Best Workplaces in Technology List. These accolades reflect our commitment to fostering an environment where our team can thrive. We’re always looking for incredible talent in full-time, part-time, and freelance capacities. If Tecala sounds like the kind of business you’d like to be a part of, let’s chat

**Service Desk Team Leader**

**WHO ARE WE?**:
Tecala is an award-winning national ICT managed services provider. We work hard to help our customers transform their businesses through the innovative use of technology and need more great people to join our vibrant and growing team.

We pride ourselves on our reputation for quality and consistently delivering the right solution for our customers. You have the opportunity to become part of a supportive team, working together to provide solutions that make a difference to our broad customer base. If you are passionate about technology and motivated by assisting customers in improving their ICT operations, you will thrive with us.

**about THE ROLE**:
Reporting to the Operations Manager, this role’s primary functions are to provide mentoring support for Service Operations Centre (SOC) staff, third level escalation support functions to Tecala’s customers and internal divisions and managerial support to the SOC Manager.

Ensure the SOC team understands and meet agreed SLA’s, and KPI’s through regular feedback and coaching. Act as an internal technical reference point for colleagues; and liaise with vendors and external service providers concerning service levels. Work functions are a mixture of reactive and proactive items, with a key focus for the role being the ongoing enhancement of staff and systems, driving greater proactive activities as a result of diminished reactive items, through up-skilling, automation and systemisation.

**Additional Duties**:

- Technical Escalations from SOC engineers.
- Technical mentoring of direct report and the wider SOC engineers.
- Delivery of Managed Services projects with assistance from the PMO.
- Monitoring, analysis and review of the available monitoring toolsets.
- Process improvement focusing on tools, hardware and software used by the SOC.
- Timely recording of all activities within the company’s ITSM platform.
- Occasional service delivery management and presales tasks.
- Maintaining CSAT/NPS above 80% per calendar month.
- Maintaining customer uptime of 99.5% per month or greater.

**WHAT WE’RE LOOKING FOR**:
**THE ‘MUST HAVES’**:

- Previous experience in leading teams.
- 2+ years’ experience operating as a Team Leader.
- Strong skills in written and verbal communication.
- Sound understanding of ITIL Framework.
- Strong understanding and management of key Service Desk reporting metrics for managing performance/output and quality.
- Demonstrated customer focus with a capacity to deliver innovative service improvements.
- High level technical skills and experience in MS windows, O365, Citrix VMware and networking.
- Recognised certification in multiple vendor technologies (Cisco, Microsoft, VMware).
- A thorough understanding of service management / ticketing tools.

**WHAT CAN WE OFFER YOU?**:
As part of our team, you’ll be able to learn and grow in a supportive environment. We were certified as a Great Place to Work for 2023 and 2024 and ranked in the top 20 of Australia’s Best Workplaces in Technology 2024.

We have listed some of those benefits below for you:

- Paid Birthday Leave.
- Health & Wellness perks including discounted gym membership.
- Access to ongoing Learning & Development opportunities, including self paced learning through our learning management system.
- Access to Career Pathways so you can continue to build a career in the business.
- Reward & Recognition Program where you can also thank and reward your team mates.
- Employee discounts - Access discounted rates and offers from a variety of providers, including health insurance and IT Hardware.
- Employee Assistance Program (EAP).

**Note**:As an essential part of our hiring process, you will be required to undertake a National Criminal History Check.

**HOW TO APPLY**:
No agencies, please - we’ve got this one covered.
- How many years of people management experience do you have?
- Which of the following statements best describes your right to work in Australia?
- How many years’ experience do you have a

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