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Service Desk Team Lead

2 weeks ago

Sydney, Australia West Recruitment Full time

Salary up to $110k + Super
- Employer paid certifications and training
- Fantastic company culture

**As this is a permanent position, we ask that all applicants are either a Permanent Residents or Australian Citizens**

**Your New Employer**

West Technology is partnering with a prominent Australian managed service provider based in the Sydney CBD. This growing MSP has several close partnerships with a range of leading tech providers and supports the latest and cutting-edge technologies.

As the Service Desk Team Leader, you'll play a pivotal role in optimising processes, ensuring client satisfaction, and supporting the career growth of your team members.

Responsibilities of the role will include:

- Oversee service desk team performance, ensuring accuracy and timely ticket resolution.
- Manage customer expectations and serve as a key point of contact for complex assistance.
- Support and mentor service desk team members, fostering their career growth.
- Constantly upgrade and enhance internal processes to provide best-of-breed technical solutions.
- Ensure Service Level Agreement (SLA) requirements are met.

**Qualifications and Skills Needed**:

- Level 2 or 3 Service Desk Technician with a proven track record and tenure with an MSP.
- Experience in leading and developing junior team members and leading service desk technicians.
- High-level written and verbal communication skills.
- A mindset focused on ongoing process improvement.
- Strong commitment to delivering excellent customer service.
- Enthusiastic about supporting clients with a hands-on approach.
- Relevant tertiary qualifications preferred.

**Benefits**:

- Paid certifications and training opportunities relevant to the role.
- Opportunities for growth into senior management.
- Enjoy a great team culture with monthly events and celebrations.

If you are excited about turning your ideas into reality, leading a dedicated team, and contributing to a forward-thinking MSP, I want to hear from you