Technical Support Team Lead

6 days ago

Sydney, New South Wales, Australia beBeeServiceDesk Full time $100,000 - $130,000

Role Overview

We are seeking an experienced Service Desk Manager to lead our technical service teams and deliver a consistent level of positive end-user experience.

This integral role requires a switched-on, dynamic, pre-emptive team player who can manage schedules and workload for a great team of technicians, receive, receipt, triage, and assign all technical requests and tasks, coordinate with internal and external stakeholders to manage service requests, including approvals and prioritization, assist Project Engineers with scheduling and communicating plans with customers, help with team training, mentoring, and performance evaluations, act as the point of service desk escalation, communicate with clients proactively and assist with escalated support, and provide recommendations to improve efficiency and customer experience.

Key Responsibilities:

  • Manage schedules and workload for a team of technicians
  • Receive, receipt, triage, and assign all technical requests and tasks
  • Coordinate with stakeholders to manage service requests
  • Assist Project Engineers with scheduling and communicating plans
  • Help with team training, mentoring, and performance evaluations
  • Act as the point of service desk escalation
  • Provide recommendations to improve efficiency and customer experience

Required Skills and Qualifications:

  • At least two years' experience in a similar technical team lead support role
  • Ability to work under pressure while remaining focused
  • Strong knowledge of ticketing systems (ConnectWise, Autotask, ServiceNow)
  • Outstanding communication skills - both in person and on the phone
  • An understanding of the customer - when to listen and when to inform

What's in it for you?

  • Loads of training, certification, and career development opportunities
  • Open, supportive, collaborative culture and management style

Your Benefits:

You will have access to loads of training, certification, and career development opportunities, as well as an open, supportive, collaborative culture and management style.

Why Choose This Role?

This is a fantastic opportunity to join a reputable MSP and take your career to the next level. You will have the chance to work with a dynamic team, learn new skills, and contribute to delivering exceptional customer experiences.

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