Technical Operations Manager

2 weeks ago

Melbourne, Victoria, Australia beBeeLeader Full time $95,000 - $125,000
Service Desk Team Lead

The Service Desk Team Lead plays a pivotal leadership role within the Small and Medium Business division, driving operational success while ensuring consistent delivery of high-quality technical support.

Main Responsibilities:
  • Lead and manage the Service Desk team to build a culture of excellence and best practice.
  • Monitor service desk queues and inbound calls to ensure SLAs are met, tickets are triaged and resolved promptly, and overdue or idle tickets are addressed quickly.
  • Act as the escalation point for both technical and customer issues, personally taking ownership of critical or escalated tickets.
  • Assist with team coverage during high-volume or busy periods to maintain SLA compliance.
  • Conduct regular 1:1s with team members, providing coaching, feedback, and professional development support.
  • Identify training needs and drive skill growth across core technologies to strengthen team capability.
  • Analyse ticket trends and service metrics to identify recurring issues, implement improvements, and align with ITIL best practices.
  • Ensure service desk documentation, processes, and runbooks remain accurate, up-to-date, and effective.
Key Qualifications:
  • 5+ years 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.
Why this Role is Attractive:
  • Hybrid working model with team anchor days.
  • Extensive training and development opportunities.
  • Fun team events to celebrate achievements and connect with colleagues.

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