Technical Support Team Lead

3 days ago

Melbourne, Victoria, Australia beBeeTechnical Full time
Job Title: Technical Support Team Lead

Job Description

This role is responsible for leading the technical support team in Melbourne, Victoria. As a seasoned professional, you will be instrumental in driving operational success and delivering high-quality technical support to clients.

The ideal candidate will have a strong background in ITIL best practices and experience working with ITSM tools such as ConnectWise or ServiceNow. You will be responsible for monitoring service desk queues, triaging tickets, and ensuring that SLAs are met.

In this role, you will also act as an escalation point for technical and customer issues, personally owning critical or escalated tickets. You will collaborate with other departments to resolve cross-functional issues and deliver better client outcomes.

Required Skills and Qualifications
  • 5+ years of experience in a Service Desk or IT Support role
  • Proven ability to lead, coach, and inspire a team
  • Strong hands-on technical troubleshooting skills across Windows, Microsoft 365, Intune, endpoint support, printers, and common networking issues
  • Familiarity with ITSM tools such as ConnectWise, ServiceNow, or similar platforms
  • Sound understanding of SLA management and service reporting
Benefits
  • Hybrid working arrangement with team anchor days
  • Extensive training and development opportunities
  • A choice of IT equipment and access to cost-price tech for personal needs
What We Offer
  • Maintain a strong security focus across all tasks and interactions
  • Analyse ticket trends and service metrics to identify recurring issues
  • Collaborate with other departments to resolve cross-functional issues
  • Pursue continual growth and career planning

About Us: We strive to maintain a culture of excellence, best practice, and continuous improvement within our organization. This position requires someone who can embody these values and contribute to our team's success.

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