Service Desk Team Lead Jobs

Salary up to $130k + Super -Based on your experience
Sydney CBD Location
Great internal culture- Friendly and fun work environment

The Employer

West Technology has been engaged to recruit for an Australian owned MSP with a reputation for being technical specialists, yet friendly, down to earth and enjoyable to deal with. Founded in 2008, this IT Service provider offers IT support, cloud & data solutions as well as design and consultancy services to a diverse client base throughout Sydney.
The internal culture is underpinned by teamwork, accountability, trust and communication and there is a focus on keeping the fun in work- where there are social activities, team building exercises and flexibility promoted from the Directors down.

The Opportunity

Reporting to the Directors, the Service Desk Team Lead will act as the conduit between the delivery team and the client. This position will manage communication and the working relationship with your clientele, whilst coordinating resources internally ensuring the exceptional and timely delivery of services. This is a 50/ 50 split role that will see you perform as an individual contributor for specific project and consulting engagements to keep your skills current.

Some of the key tasks will include:
•Lead a team of Service Desk Engineers by providing guidance and support during the delivery of technical support services.
•Develop an operational plan for the team including allocation of resources.
•Ensuring efficient use and data integrity of the Service Desk, adhering to SLAs while taking proactive measures for improved performance/efficiency.
•Supervision of the Service Desk Engineers. •Responsible for the overall health and scorecard of the team.
•Supervision of dispatching, allocation & scheduling of tickets and workloads.
•Assist in the management of technical toolsets and integrations.

The Successful Applicant
•Will hold relevant IT qualifications / certifications such as ITIL.
•Has experience in a supervisory or leadership capacity within an IT Managed Services Provider(MSP).
•Is familiar with Microsoft products (Active Directory, O365, Microsoft Exchange and Azure).
•Interpersonally, you are a highly organised individual who is a proactive communicator that can build relationships with both internal and external stakeholders.