Service Desk Team Lead

First Focus is Australia's **best **mid-market Managed Service Provider, bar none. We are growing fast and now have over 270 staff across Australia, New Zealand, Philippines, South Africa and Ireland. We are a stable and very focused company, with over 15 years of consistent growth and we're continuing to win new clients and evolve our solutions.

We pride ourselves on being a genuinely great place to work, with a **dynamic **culture, clear vision and strong leadership. We only hire the best people and are a looking for an exceptional IT professional with a deep understanding of both Managed Services and the needs of mid-tier clients.

We are looking for the best MSP-specialised Service Desk Team Lead professional in Victoria. Why would such an amazing person consider coming to First Focus? What makes First Focus better than where you are today?
- We understand the challenges of Service Desk specialists and work with you and our clients to make sure you still get the time and the opportunity to **train, develop and keep on growing **(see our training days benefit below)
- We know that great Team Leads value different things to other members of the team - technicians (for example) - daily variety, great team, great management support and **new challenges**:

- We've really thought about what makes a great client and seek only the **best clients** for our team to work with
- We find and retain the best. Best Service Desk, best Team Leaders, best Technical Leads and Specialists. **Best team** fullstop

**Requirements**:

- Experience leading a team in a customer-focused environment.
- Advanced desktop support knowledge. You must be familiar with end user support and Active Directory to be considered for this role.
- A good general knowledge of Windows Server, Azure and Exchange environments
- General knowledge of technical infrastructure from desktop to firewall.
- An understanding of backup systems and software.
- An understanding of ITIL, ticketing systems and customer service principles.
- Excellent written and spoken English, with a great phone manner.
- Great attention to detail and time management skills.
- Fast and accurate keyboard skills, with proper spelling and grammar.

**DESIRED**:

- Experience working with an IT outsourcer or service provider
- Experience with ConnectWise

**Benefits**

First Focus’ values are based around keeping everyone informed, aligned, supported, and rewarding performance. Some examples of this include:

- Compelling package that includes salary, training and flexible arrangements
- All employees have free access to Uprise, including 1:1 **coaching sessions** from qualified psychologists or counsellors
- First Focus understands the importance of flexibility for a satisfying work-life balance, which is why we offer hybrid working arrangements
- ‘**Never Stop Growing**’ is deeply imbedded in our DNA - we offer up to **10 paid training days a year** and support employees towards certifications and qualifications - we will not only pay for the exam but will also give you a pay rise for achieving certs (conditions apply, of course)
- Staff are encouraged to take advantage of our weekly internal **training **sessions and library
- Opportunities for personal and professional development with our FastTrack mentoring and Leadership Lab programs
- We have our very own MAD (making a difference) Council, focusing on equality, charity, and the environment
- Option of a **Tesla **company car as part of your ongoing employment package (conditions apply)
- Regular **social **events and a great team culture