Service Desk Team Lead

1 month ago


Sydney, Australia West Recruitment Full time

Salary up to $110k + Super
Employer paid certifications and training
Fantastic company culture

** As this is a permanent position, we ask that all applicants are either a Permanent Residents or Australian Citizens **

Your New Employer

West Technology is partnering with a prominent Australian managed service provider based in the Sydney CBD. This growing MSP has several close partnerships with a range of leading tech providers and supports the latest and cutting-edge technologies.

As the Service Desk Team Leader, you'll play a pivotal role in optimising processes, ensuring client satisfaction, and supporting the career growth of your team members.

Responsibilities of the role will include:
•Oversee service desk team performance, ensuring accuracy and timely ticket resolution.
•Manage customer expectations and serve as a key point of contact for complex assistance.
•Support and mentor service desk team members, fostering their career growth.
•Constantly upgrade and enhance internal processes to provide best-of-breed technical solutions.
•Ensure Service Level Agreement (SLA) requirements are met.

Qualifications and Skills Needed:
•Level 2 or 3 Service Desk Technician with a proven track record and tenure with an MSP.
•Experience in leading and developing junior team members and leading service desk technicians.
•High-level written and verbal communication skills.
•A mindset focused on ongoing process improvement.
•Strong commitment to delivering excellent customer service.
•Enthusiastic about supporting clients with a hands-on approach.
•Relevant tertiary qualifications preferred.

Benefits:
•Paid certifications and training opportunities relevant to the role.
•Opportunities for growth into senior management.
•Enjoy a great team culture with monthly events and celebrations.


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