Helpdesk Technician Team Lead

Purpose of the Position:

To oversee and manage the first level of IT support provided by our L1 Helpdesk Technicians for our clients. The position is responsible for coordinating and prioritising incoming support requests to ensure they are acknowledged and resolved in a timely and efficient manner within SLA's. As a key lead within the business, they are responsible for all performance metrics across their assigned L1 team including coaching, training, and the team's performance. Living and influencing our brand values, this role will play a key part in developing and promoting a high performing culture.

Primary Duties and Responsibilities:

• Foster and influence a high performing, collaborative, and customer-centric team culture that supports staff growth into wider areas of the business.
• Build a strong working relation between team members and with your team. Ensuring a collaborative and productive working environment.
• Conducting regular team meetings, 1on1's, and keep it a fun place to work.
• Develop staff into high performing team members with a growth mindset. Through training, timely feedback and coaching.
• Assist and coach team members with creating personal development plans, including suggesting/directing specific training programs.
• Coach team members in developing their skills and capabilities in line with organisational, team, and their personal goals.
• Ensure tangible outcomes to staff development, such as recognised exams or certifications.
• Assists with the process of recruiting and onboarding high performing new staff. This includes interviewing, onboarding, and training team members to ensure they are set up
• for success during their probationary period and beyond.
• Mentor, coach, and manage the team to investigate, diagnose and assess basic L1 technical problems reported by customers.
• Develop and deliver learning sessions, working with internal resources to develop training materials aligned with organisational and team learning objectives.
• Approach and adjust your training, mentoring, and development of team members in a flexible manner, to ensure that each person gets the most benefit.

Manage the day-to-day performance of the team

• Ensure L1 Technicians provide a memorable customer experience with every contact by ensuring every service request is handled professionally.
• Monitor work quality & performance against the team and organisational goals and KPIs.
• Ensure that the team understands and follows operating procedures and guidelines. Monitor adherence to these and ensure that timely feedback is provided where
• necessary.
• Triage incoming tickets and ensure they are assigned to appropriate resources based on SLAs, availability, and technical ability.
• Proactively manage the in-progress work of the team, ensuring work/tickets are reassigned as required to meet SLAs and that onsite requirements are met.
• Monitor quality and performance of work performed against organisational KPIs to make learning recommendations, provide feedback, or to escalate concerns.
• Ensuring IT Support Technicians are accountable for their work quality, and using available resources and follow processes around service delivery.
• Oversight, reviewing, and actioning of the team's survey scores to ensure we are delivering on SLA's and delivering exceptional customer service.
• Act as a technical escalation point for the team. Providing direct technical direction, support and guidance to the team on all technologies supported in client environments.

Encourage and lead a culture of continuous improvement

• Observes learners performing practical activities and work. Advises and assists where necessary. Provides detailed instruction where necessary and responds to questions,
• seeking advice in exceptional conditions beyond own experience.
• Develop a growth and accountability mindset within your team. No issue should be walked past.
• Develop a culture where all staff feel safe to provide suggestions to improve company performance, and can proactively implement changes where appropriate, such as
• ensuring technical documentation is proactively updated.
• Reviewing and maintaining technical knowledge base and support processes to reflect current technical information on process or product. Including liaising with clients on
• customer specific documentation such as user on/offboarding.
• Based on customer feedback and ticket reviews, proactively suggest improvements to internal Standard Operating Procedures.
• Provide feedback to Management of areas of improvement, including suggestions and examples of what improvements could be made to processes, training, and other areas.

Other Duties

• Assist the Service Delivery Lead with internal team improvement, reviews, process development, or other assigned adhoc tasks.
• Developing and maintaining relationships with key client stakeholders.
• Documenting all customer interactions in our Customer Relationship Management (CRM) system.
• Act as the Level 1 team after hours escalation point when IT Support Technicians are rostered on afterhours for support.

Skills and Competencies

• Transparency: Communicate freely and effectively and is open to feedback on performance.
• Approachability: Receptive to others' views and happy to assist other employees when needed.
• Passionate: Encourages others and always bring their best self to work.
• Accountable: Owning situations and outcomes.
• Inclusive: Willingness to assist and support others as required within a team environment.
• Leadership:

o Team Management: Ability to lead and motivate teams, fostering a collaborative and high-performing work environment.

o Decision-Making: Make informed decisions quickly and effectively, especially during critical situations.

• Communication:

o Ability to articulate complex technical concepts in a clear and concise manner.

o Ability to communicate with technicians Comwire's expectations, process, and performance.

o Manages up, ensuring that management is kept up to date with performance, staff, or other issues and how these are being addressed.

• Time Management:

o Accomplishing set objectives effectively, within budget, and on time.

o Ensuring all duties of the role are carried out in an efficient and timely manner.

• Problem-Solving:

o Analytical Thinking: Strong analytical and problem-solving skills to address issues and improve service delivery processes.

o Root Cause Analysis: Capability to conduct thorough investigations and identify the root causes of incidents.

• Managing Performance:

o Sets clear expectations, has regular 1 on 1 meetings, and is focused on continual improvement.

• Interpersonal Skills:

o Conflict Resolution: Skill in resolving conflicts and addressing challenges within the team or with clients.

o Empathy: Understanding and empathizing with both client and team concerns.

• Providing Feedback:

o Provides regular constructive feedback to recognise, challenge, and develop their team against values, behaviours, & performance.

Technical Skills and Experience

• Previous MSP, Technical, or Service Desk related experience (essential).
• 1+ years of experience leading, coaching and managing teams (essential).
• 3+ years of experience in technical roles supporting client or Internal IT organisations.
• Technical acumen of advanced troubleshooting techniques and technologies.
• A current driver's license (essential).
• Certification/experience in the following highly desired but not essential:

o ITIL Foundation

o Microsoft Intermediate Certifications (Modern Desktop/Cloud Services/Cyber Security).

o Vendor Networking/Security Certifications (Cisco/Fortinet)

o Access 4 / 3cx VoIP

o Certificate 3/Diploma in Information Technology, Bachelor of Information Technology, or similar relevant tertiary education.