Modern Workplace Team Lead

Fantastic opportunity to lead a team within a fast pace environment
- Collaborative, supportive and fun work environment
- Competitive salary and opportunity to grow your career path

**Why is this an exciting opportunity?**
Somerville - an Atturra company, is the Managed Services arm of Atturra, a fast-growing, publicly-listed advisory and IT solutions provider.

With over 700 employees working across Australia, New Zealand and Singapore, Atturra works on some of the highest profile transformation projects in Australia. The depth, breadth and scope of our projects means you are continually developing your skillset and the value you can deliver. These are projects that are making a real difference in people’s lives.

Somerville - the Managed Services area of the business - offers leading Hybrid IT, Private Cloud and Connectivity services, and the team have over 40 years of experience in delivery. This experience coupled with our people, makes us one of the most complete and leading “as a service” providers in the market.

**What you’ll be doing**
We are looking for an enthusiastic and experienced Modern Workplace Team Lead to join the Managed Services arm of Atturra, focusing on IT Service Desk Support.

Modern Workplace Support has a high focus on collaborating with team members to deliver excellent Information Technology outcomes for clients. Activities will include, but are not limited to scheduling, SLA reporting, Request Fulfilment and Incident Management, weekly meetings with client IT stakeholders.
- Day-to-day supervision of a team of 10 to 15 employees providing L1 and L2 support to a few dedicated clients.
- Ensure that Request Fulfilment and Incident Management processes are adhered to.
- Ensure SLA’s are met, including Response Time, Resolution Time and ABR.
- Update Knowledge Base articles as processes are updated.
- Be part of the escalation matrix to ensure smooth handling of high-priority Incidents.
- Encourage team members to achieve set KPI’s and training milestones.
- Maintain customer relations with your dedicated clients.
- Be energetic and engaging; contributing to a positive working environment.
- Have a keen interest in the IT industry and be looking to expand your technical skills.
- Be customer-facing, including conducting on-site visits on occasion.
- Produce Incident Reports to customers as necessary.
- Provide monthly SLA reports to your clients.
- Lead regular team meetings and promote team collaboration.
- Provide support for Project work, working closely with the Project Manager.

**What will make you successful in this role?**
- 3+ years’ experience as a Support Engineer is a must
- Solid understanding of ITIL v4
- Any IT Certificates will be highly regarded, particularly in Microsoft AZ-900, MS-900
- Strong written and verbal communication skills
- High level of IT Technical proficiency
- Advanced Customer Service skills and ability to build rapport with clients
- Advanced Organisation and Prioritisation skills
- Excellent problem-solving skills
- Be able to promote team collaboration

**Qualifications**:

- ITIL v3 or v4 is highly desirable
- M365 training is desirable
- Certification 3, 4 and Diploma level or higher qualification in IT is highly regarded
- Valid NSW full driver’s license

**Why you’ll love working here?**

**Culture of possibility**
At Atturra we embrace innovation within our teams, fostering an environment of possibility and growth. We believe in creating a supportive and welcoming culture, where everyone is encouraged to achieve success through collaboration, hard work and dedication.

**A strong set of company values**
Our culture is reflected by our employees who demonstrate camaraderie, innovation, dedication, respect and excellence in everything they do. These traits have become integral to the way we do business and are the values we strive for.

**Valuable employee benefits**:

- Employee benefits, recognition, and wellbeing platform
- Flexible working options
- Career growth via succession planning, internal promotions, and mentorship opportunities
- Ongoing investment in professional development through industry certifications and study assistance
- Mental health support through our Employee Assistance Program
- Support for family and caring responsibilities, including paid parental leave
- Employee referral program, with monetary incentives offered