IT Team Leader

About Us

Do you enjoy working in a professional and collaborative environment?

Do you have a passion for technology?

Do you take pride in providing outstanding customer service?

We are an IT managed service provider specialising in technology solutions and support for SME’s based in Sydney. This includes traditional IT as well as cloud, mobility solutions, security and business automation which offers a broad range of IT work across small to medium sized businesses.

Position Overview

Our business is expanding, and we now require a highly skilled Level 3 Technical Support / Team Leader to join our team. Your experience will include at least 2 years Level 3 IT Help Desk / Team Leader experience with at least seven years in IT.

If this sounds like you then read on.

Key Responsibilities

Technical Leadership & Support
- Provide comprehensive IT support to small and medium businesses, understanding their priorities and business needs
- Lead and mentor a small, cohesive technical team to deliver excellent service
- Facilitate team meetings
- Manage ticket allocation and efficient team performance
- Support the team with coaching, development, training and performance evaluation
- Troubleshoot and resolve complex technical issues both remotely and on-site
- Manage and maintain client networks, servers, workstations, and cloud environments
- Implement and maintain robust cyber security measures across client environments

Project Management
- Plan and execute technology implementation projects from inception to completion
- Develop project timelines, resource allocations, and budgets
- Communicate project status to stakeholders and manage expectations effectively
- Identify potential risks and develop mitigation strategies

Client Relationship Management
- Build and maintain strong relationships with clients at all levels
- Conduct regular service reviews with clients to ensure satisfaction
- Identify opportunities for service improvements and additional solutions
- Serve as the escalation point for complex technical issues or client concerns

Technical Systems Management
- Administer and support Microsoft environments including Windows 11, Windows Server, and virtualization solutions
- Manage Microsoft 365 deployments, configurations, and security settings
- Design and implement efficient device onboarding processes using Microsoft Intune, creating and maintaining PowerShell scripts to automate deployment, configuration, and monitoring of endpoints
- Implement and maintain cloud hosting solutions
- Design and execute disaster recovery plans and backup strategies
- Support diverse hardware including servers, PCs, Macs, iOS, and Android devices
- Configure and manage Mobile Device Management (MDM) solutions
- Design, implement, and troubleshoot networks including Firewalls, networks with VLANs and mesh WIFI
- Utilise RMM (Remote Monitoring and Management) tools to proactively support clients

Operational Excellence
- Implements and maintains standards and processes for accurately logging time, notes, and tasks within tickets to ensure precise client billing, effective resource utilisation, and optimal service delivery
- Provide quotes, research & recommendations to complete proposals
- Evaluate technology vendors and solutions for client needs
- Maintain relationships with key technology partners and vendors

Qualifications & Experience

Technical Skills
- 7+ years of experience in IT support and services, preferably in an MSP environment
- Strong knowledge of Microsoft server and desktop operating systems
- Hands-on experience with Microsoft 365 administration and security
- Practical understanding of network infrastructure and security concepts
- Familiarity with cloud technologies and migration strategies
- Working knowledge of IT security best practices and frameworks
- Experience with RMM tools and remote support methodologies

Personal Attributes
- Customer-Focused: Dedicated to providing exceptional customer service with a consultative approach
- Leadership: Ability to lead by example, inspire team members, and foster a collaborative environment
- Problem-Solver: Strong analytical skills with a solution-oriented mindset
- Self-Motivated: Comfortable working independently with mínimal supervision
- Detail-Oriented: Demonstrates high attention to detail and commitment to quality
- Adaptable: Thrives in a fast-paced environment with changing priorities
- Communication: Excellent written and verbal communication skills with the ability to translate technical concepts for non-technical audiences
- Time Management: Highly organized with the ability to prioritize competing demands
- Professional: Maintains a professional demeanour and appearance when representing the company
- Continuous Learner: Enthusiastic about technology with a commitment to ongoing professional development

What We Offer

For this role your own car and current driver's licence is required. You will be required as times to travel around