Service Desk Team Lead

1 month ago


Sydney, Australia Allura Partners Full time
  • IT Service Desk Team Lead
  • Hybrid/WFH
  • 75-80K + Super

IT Service Desk Team Lead - Hybrid/WFH - 75-80K + Super

IT Service Desk Team Leader to lead a 1st line support team, providing technical guidance and ensuring high-quality service delivery.

You will manage incidents, requests, and escalations related to Microsoft 365, user management, email support, networking, and PC hardware while driving improvements in service desk operations.
What You'll Be Doing:

  • Lead and mentor a team of 1st line support technicians, ensuring efficient issue resolution and high customer satisfaction.
  • Manage incidents and service requests related to Microsoft 365, email, user security, networking, and VPN.
  • Oversee support for PC hardware, printers, and other devices.
  • Use ITSM tools to log and manage incidents, following ITIL best practices.
  • Implement improvements in incident management and problem resolution to minimize downtime.
  • Analyze service desk performance, identify trends, and suggest improvements.
  • Provide technical guidance to the team on escalated issues and troubleshoot complex problems.
  • Report on team performance and support broader IT projects as needed.

What We’re Looking For:

  • 5+ years of experience in IT Helpdesk/Service Desk environments with leadership experience.
  • Strong knowledge of Microsoft 365, user management, email support, networking, and VPN.
  • Experience supporting PC hardware, network printers, and devices.
  • Familiarity with ITSM tools and ITIL processes (incident and problem management).
  • Strong problem-solving skills, leadership abilities, and a customer-focused approach.
  • Excellent communication and team management skills.

Why Join Us?

  • Lead a talented team and drive improvements in service delivery.
  • Opportunities for career growth and training.

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