Lead Service Desk Engineer

7 days ago

Canberra, ACT, Australia Opus Recruitment Solutions Full time
About the Role

We are seeking a highly skilled and experienced Service Desk Manager to join our team at Opus Recruitment Solutions. As a Technical Lead, you will be responsible for leading a team of Service Desk Engineers and providing technical guidance and expertise to ensure the delivery of exceptional customer service.

Key Responsibilities
  • Act as a technical escalation point for Service Desk Engineers, providing guidance and support to resolve complex technical issues.
  • Lead, mentor, and train Level 1 and 2 Engineers to ensure they have the necessary skills and knowledge to perform their roles effectively.
  • Provide technical expertise and guidance across Cloud, EUC, Systems, Networking, and Infrastructure to ensure the delivery of high-quality services.
  • Maintain and improve operational documentation and processes to ensure efficiency and effectiveness.
  • Assist with projects as required, providing technical leadership and expertise to ensure successful outcomes.
  • Oversee the quality of service in accordance with Service Level Agreements (SLAs) to ensure customer satisfaction.
Requirements
  • 5+ years of experience in IT Support, with a proven track record of leading and mentoring teams.
  • Previous experience in an MSP environment is highly regarded, with a strong understanding of Cloud, EUC, Systems, Networking, and Infrastructure.
  • Highly motivated and enthusiastic about leadership, with excellent communication and interpersonal skills.
  • Strong technical experience in M365 stack (O365, Teams, SharePoint, Intune) and previous experience working within Azure environments.
  • Experience managing and supporting VMWare or Hyper-V, with knowledge of routers, switches, and firewalls.
  • Industry certifications highly regarded, with a commitment to ongoing professional development.
What We Offer

As a Service Desk Manager at Opus Recruitment Solutions, you will have the opportunity to work with a talented team of professionals, providing technical leadership and expertise to deliver exceptional customer service. We offer a competitive salary and benefits package, as well as opportunities for professional growth and development.

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