Technical Team Lead

16 hours ago

Melbourne, Victoria, Australia beBeeCareer Full time $90,000 - $110,000

**Technical Team Lead Opportunity in a Fast-Paced IT Environment**

We are seeking an experienced Technical Team Lead to join our dynamic team of engineers. As a key member of our organization, you will be responsible for leading, supporting, and training the technical team to deliver exceptional customer experiences.

Key Responsibilities:

  • Manage schedules and workload for a great team of technicians - both locally and remotely
  • Receive, receipt, triage, and assign all technical requests and tasks
  • Coordinate with internal and external stakeholders to manage service requests, including approvals and prioritization
  • Manage time effectively while setting the direction of the team through modelling and leadership
  • Assist Project Engineers with scheduling and communicating plans with customers
  • Helping with team training, mentoring, and performance evaluations
  • Acting as the point of service desk escalation, communicating with clients proactively and if required helping with escalated support
  • Providing recommendations to improve efficiency and customer experience
  • Ownership of the support tickets, having an awareness of where issues stand and what is next
  • An ability to balance and plan the long and short-term actions of the team
  • A knowledge of systems and to make appropriate changes when needed
  • Ensuring that all processes used by the service desk are documented, regularly audited, and improved

Key Requirements:

  • At least two years' experience in a similar technical team lead support role within an MSP
  • Strong and up-to-date technical skills
  • Ability to work under pressure while remaining focused
  • A strong knowledge of ticketing systems (ConnectWise, Autotask, ServiceNow) would be advantageous
  • The ability to connect and appreciate who the client is, what their business is about, and what really matters to them
  • Outstanding communication skills - both in person and on the phone
  • An understanding of the customer - when to listen and when to inform
  • You will have strong writing and computer skills, ability to learn quickly, work independently, meet targets and deadlines, strong work ethic, and willingness to work as part of a team
  • Tertiary IT qualifications or industry certifications favourable but not essential
  • A friendly, positive, and customer-driven attitude
  • Excellent time management and organisational skills
  • Enjoys a fast-paced environment and is comfortable with change

Benefits:

  • Work with a reputable and ever-growing MSP
  • Lots of training, certification, and career development opportunities
  • Work in a professional, collaborative, and highly-skilled team of engineers
  • Open, supportive, collaborative culture and management style

What's in it for you?

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