Service Desk Team Lead

2 days ago

Clayton South, Victoria, Australia Operandi Consulting Full time $80,000 - $120,000 per year

Service Desk Team Leader – (MSP)

Location:
Melbourne (Hybrid with minimum 3 days on-site in Clayton / Springvale / Mulgrave / Mount Waverley / Glen Waverley area)

Employment Type:
Full-time, 9-to-5 with flexible hours

Reports To:
Technical Support Manager

Are you a dynamic leader ready to drive excellence in a thriving technical support team?

Join a successful, growing Managed Service Provider (MSP) as our Service Desk Team Leader, where you'll play a pivotal role in leading a talented group of around 12 technical support professionals, managing service delivery for 150+ clients ranging from small businesses to mid-sized enterprises.

We are seeking candidates with current or previous experience in a Managed Service Provider (MSP) environment with multiple clients with varying SLA's and a fast-paced, customer centric environment.

About the Role:

As the Service Desk Team Leader, you will oversee daily operations, ensuring our team meets and exceeds KPIs and SLA targets while maintaining a supportive and engaging work culture. You will mentor team members, analyse service data to drive continuous improvement, manage ticket flows, and handle escalations with confidence. This is a replacement role for a long-serving leader, with a mentor provided during your onboarding to ensure a smooth transition.

Key Responsibilities:

  • Lead and inspire a diverse team of level 1 to 3 technicians.
  • Manage resources and workload to meet or exceed SLAs and customer satisfaction.
  • Analyse ticketing data to identify trends, training needs, and process improvements.
  • Own major incident escalations and ensure timely resolution.
  • Facilitate team meetings and foster open communication and trust.
  • Ensure technical support staff are properly onboarded, trained, and assessed against KPIs.
  • Support evolving team structures and contribute to strategic planning.

Your Skills and Experience:

  • Proven experience in a Managed Service Provider (MSP) running a Service Desk
  • Strong people management skills with the ability to build and maintain a positive team culture.
  • Comfortable with data analytics and using KPIs to drive performance improvements and ensure customer satisfaction.
  • Ability to balance strategic oversight with hands-on team guidance without being a primary technician.
  • Experience managing SLAs, customer satisfaction metrics, and ticket flow.
  • Energetic and personable, with the ability to engage a vibrant team.
  • A problem-solver adept at handling escalations and fostering open communication.

What We Offer:

  • A supportive and fun team culture with a focus on trust and camaraderie.
  • Mentorship during your initial period for a seamless transition.
  • Opportunity to lead a key technical support function with scope for input into team and process improvements.
  • Flexible 9-to-5 working hours with rare out-of-hours requirements (compensated).
  • An environment committed to lifelong learning and continuous improvement.

Ready to lead a high-performing team in a forward-thinking technical support environment?

Apply now and help fuel success through meaningful change and problem solving

Candidates must be eligible to work in Australia (unfortunately no visa sponsorship is available for this role)

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