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Managed Tickets Lead

4 months ago

Coburg, Australia Centorrino Technologies Full time

**Who We Are**:
At Centorrino Technologies (CT), we are more than just a tech company. We are a team of over 250 employees who are committed to providing awesome technical support to our customers. We specialise in helping organisations build IT environments that meet their needs today and prepare them for the future. With a presence across Australia and NZ, we are proud to work at the forefront of the tech industry.

**Our Culture**:
At CT, we believe that our people are our greatest asset. As an award-winning and certified Great Place to Work, we are dedicated to fostering a positive culture of excellence and inclusivity. We prioritise creating a positive and supportive work environment where everyone can thrive. Our team is our greatest asset, and we are committed to investing in their growth and development. Together, we strive to innovate and push the boundaries of what is possible while staying true to our core values.

**The Role**:
The Managed Tickets Lead will be responsible for implementing changes, small projects, or configurations that fall within the Managed Tickets scope, which includes servers, storage, networking, Essential 8 uplift, Operating Systems, Hypervisors, and related technologies.

The role focuses on the growing Managed Tickets portfolio, which serves as a bridge between projects and Business as Usual (BAU) support, with a focus on providing cost-effective solutions to our clients.

A Managed Ticket is classified as a contained piece of work with a defined outcome that is for an existing Managed Service client, be performed with a small cost without the need for a Project Manager, and usually be a single engineering discipline.

We value respect, support, and collaboration among our team members, and we believe that every individual's contribution is vital to the success of our business. As the Managed Tickets Lead, you will be expected to embody these values and contribute to the overall customer experience by working together with the team to achieve the best outcomes for our clients.

**As a Managed Tickets Lead, here’s what you’ll be doing**:

- Management of the Managed Tickets board - including setting priorities, communicating with customers, and ensuring team member time entries and notes are of high quality.
- Management of the Team to ensure work is being completed on time and within the time scoped.
- Assisting the presales team with scoping requirements and estimating effort for the billable time and schedule.
- Oversee day-to-day technical operations for the Managed Tickets team, including assignments, personnel reviews and the team are actively working toward established milestones.
- Excellent organizational and time management skills, to keep the work on track to the finish.
- Liaise with various internal teams to obtain knowledge, and with Service Delivery Managers to keep stakeholders informed of progress.
- Strong leadership qualities and ability to motivate a wide variety of people associated with the work.

**As a Managed Tickets Lead, here’s what you’ll bring**:

- Energy and enthusiasm
- Being able to solve problems
- Broad range of systems, network, cloud, Microsoft and security products
- A positive mindset with a ‘can do’ attitude.
- Good verbal and written communication skills
- Proven attention to detail
- An enthusiastic open-minded approach to team leading
- Ability to work under pressure while remaining focused

**Bonus Points for**:

- Knowledge of Essential 8 security framework
- Knowledge of ITIL
- Project managing skills to start work and finish successfully
- A strong knowledge of Connectwise ticketing system
- Enjoys a fast-paced environment and is comfortable with change

This is an exciting hybrid role that offers the best of both worlds - the opportunity to work from our dynamic head office in Coburg, VIC for part of the time, while also having the flexibility to work from home.

We require all team members to have and maintain a valid state-based Working with Children Check and a Police Check.

**We can't wait to discover your unique talents and welcome you to our team