Service Desk Team Leader

Join New Era Technology, where _People First_ is at the heart of everything we do. With a global team of over 4,500 professionals, we're committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale. At New Era, you'll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Driven by values like Community, Integrity, Agility, and Commitment, we nurture our people to deliver exceptional customer service. Do you have people management and technical skills? Join our growing team of IT superstars **What is the role** Mon-Fri, 38-hours per week onsite with hybrid options after probation. The primary responsibility of this role is to provide leadership, supervision and mentoring to an allocated service desk team, allocating tickets, ensuring client satisfaction, service levels and performance targets are met, and a high level of morale is maintained. Providing hands-on technical support for clients when required will also be an important part of this role. Duties and responsibilities may include but not be limited to the following: **Team Leadership** - Lead and support the team in daily operations. - Perform ticket allocation, oversight and reviews. - Provide continuous guidance, feedback, and mentoring. - Identify training needs and assist with performance management. - Coordinate day-to-day team activities. - Act as an escalation point and resolve issues efficiently. - Promote continuous improvement with the Service Desk Manager. - Collaborate on recruitment, onboarding, and exit processes. - Approve leave and manage team resourcing and leave balances. - Ensure consistent delivery of quality services. - Understand and meet SLA requirements. - Maintain operational procedures. - Keep ConnectWise updated with tickets and timesheets. - Facilitate effective communication within the team and organization. - Ensure compliance with WHS policies and procedures. **Remote Services Support (when required)** - Provide polite, professional support - troubleshoot hardware/software issues, password resets, access requests. - Meet strict SLAs for response time, resolution time targets. - Document every action in tickets with step-by-step notes for audit trails. - Follow up with clients to confirm resolution and update tickets before closing. - Update knowledge base with new solutions to reduce repeat tickets. - Maintain security compliance in all user access tasks. - Attend training sessions to expand technical and soft skills. **Who we are looking for** - **Team Leadership Experience -** At least 1 year in a management/team leader role with a direct reporting staff in a call center or support role. - **Excellent Communication Skills -** Required to mentor and train the team - **Service Desk Operations Proficiency -** Understanding how a Service Desk functions and the importance of customer service. - **Performance Management -** Ensuring tickets are processed by the team within SLA - **Troubleshooting -** Good base understanding of IT and Technical support. - Previous experience in Service Desk or Call Center support role. - ITIL - Core understanding of incidents, problems, and change management processes (desirable.) - Advance Technical Skills - Server, PowerShell, Firewall (desirable.) **What we offer** - A friendly team environment with a strong technical support network - Broad range of options for training and developing your IT skills - Opportunity to work with the IT industry's latest technologies - Internal career growth for high performers and IT super-stars - Cost price on products from our suppliers - Lunches and snacks provided - Comprehensive Employer Assistance Program - Bonuses and incentives for upskilling - Referral bonus New Era Technology, Inc., and its subsidiaries ("New Era" "we", "us", or "our") in its operating regions worldwide are committed to respecting your privacy and recognize the need for appropriate protection and management of any Personal Data that you may provide us. In this, we are also committed to providing you with a positive experience on our websites and while using our products, services and solutions ("Solutions").