Support Team Leader Position

1 day ago

Newcastle, New South Wales, Australia beBeeLeadership Full time $120,000 - $140,000
Job Summary

This Service Desk Team Lead position requires an individual who can provide guidance, oversight, and support to a service desk team. The ideal candidate will be able to allocate tasks, ensure client satisfaction, meet service levels and performance targets, while maintaining a high level of morale within the team.

Duties and Responsibilities
  • 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.
  • Remote Services Support (when required).
  • 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.
Requirements
  • 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).

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