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Service Desk Team Leader

2 weeks ago

Newcastle, New South Wales, Australia New Era Technology Full time $60,000 - $90,000 per year

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)

  • Answer inbound calls/emails promptly and log tickets with clear details (client, issue, priority).
  • 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

Successful candidate must possess:

  • 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