Senior Technical Operations Lead

1 week ago

Brisbane, Queensland, Australia beBeeITProfessional Full time $120,000 - $150,000
Service Desk Manager

Our team is seeking a seasoned IT professional to lead our service desk operations.

  • Oversee daily activities, workload, and schedules for technicians both locally and remotely
  • Receive, triage, and assign technical requests and tasks with precision
  • Cultivate relationships with internal and external stakeholders to manage service requests efficiently
  • Manage time effectively while guiding the team through effective leadership
  • Collaborate with project engineers on scheduling and communicating plans with customers
  • Develop and implement training programs to enhance team performance
  • Act as a liaison between clients and the service desk, addressing escalations proactively
  • Provide recommendations to improve operational efficiency and customer satisfaction
  • Monitor support tickets, staying informed of ongoing issues and their progress
Requirements
  • A minimum of two years' experience in a similar technical leadership role or as a Service Desk Manager
  • Excellent communication skills and ability to work under pressure
  • Familiarity with ticketing systems (e.g., ConnectWise, Autotask, ServiceNow) would be advantageous
  • Strong interpersonal skills to understand client needs and priorities
  • Ability to assess knowledge gaps and identify areas for improvement
  • Outstanding communication skills – verbal and written
  • Knowledge of IT processes and procedures
  • Tertiary education in IT or related field an advantage
  • Positive attitude, customer focus, and strong teamwork ethos
  • Effective organizational and time management skills
  • Adaptable and comfortable working in a fast-paced environment
What's in it for you?
  • Join a reputable MSP with growth opportunities
  • Be responsible for leading, supporting, and developing the technical team
  • Ongoing training, certification, and career development
  • Work with a skilled, collaborative, and supportive team
  • Enjoy a dynamic and supportive work culture

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