Service Desk Team Leader

4 months ago

Sydney, Australia Balance Recruitment Full time

My client, a growing MSP located in the** southern area of Sydney **is looking for an experienced **Service Desk Team Leader** to join their team in this newly created role.

**Reporting into the Managing Director, in this role you will work alongside the Sales Manager, where you will**:

- Manage the day/day running of the Service Desk to ensure that clients are provided with a timely, efficient and high quality level of service.
- Supervise all work performed by the Service Desk Analysts and act as their escalation point, providing expertise and guidance to resolve complex technical issues.
- Dispatch, allocate and schedule tickets
- Perform a hands on role re L2/3 issues
- Manage client onboarding and off boarding
- Monitor Service Desk performance metrics, analyse trends and produce reports, as well as identifying opportunities for process improvements.
- Manage the procurement of all hardware, software and licensing for clients

**To be successful in this role you will present with**
- Solid experience working on an IT Service Desk, as well as previous Team Leading experience
- Excellent communication, presentation, organisational and time management skills
- A sound understanding of service management / ticketing tools
- A positive approach and the ability to motivate those around you.
- A sound understanding of service management / ticketing tools

If this sounds like your next career move, then please forward your resume to Marilyn Lennon

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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