Service Desk Lead

2 days ago

Melbourne, Victoria, Australia Azured Consulting Pty Ltd Full time $100,000 - $110,000 per year

Service Desk Lead

  • $100,000 - $110, 000 + Super
  • Work from home 4 days per week + Wednesdays in our Ashburton office
  • Immediate start

About Azured

Azured are a Microsoft Partner delivering professional and managed services to organisations throughout Australia, ranging from small and medium size businesses through to large enterprises with national and global operations.

What does this role involve?

This is a hands-on technical leadership role in which you will be:

  • Leading the day-to-day operations of the Service Desk:

  • Leading and coaching a small team of engineers

  • Mentoring and coaching junior engineers, supporting skill development and consistency of service
  • Ticket triage, prioritisation, and escalation management
  • Acting as an escalation point for complex or critical incidents
  • Ensuring that SLAs, KPIs, and customer expectations are consistently met or exceeded
  • Monitoring service metrics and driving continuous improvement across efficiency, documentation, and automation
  • Participating in customer service reviews and incident post-mortems and managing relationships with key accounts
  • Participating in the on-call rotation approximately every 6 weeks

How do you get shortlisted for this position?

  • 2+ years of experience as a Service Desk Lead
  • 3+ years of experience in a Level 3 support role

  • You need to have solid technical capabilities across:

  • Microsoft 365 administration

  • Azure administration
  • Networking fundamentals
  • ITIL Foundation or equivalent experience with service management processes
  • Any scripting, coding, firewall or SD-WAN experience will be looked on favourably

Apply now

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