Service Desk Team Leader

vor 1 Woche


Sydney, Österreich Ambition Recruitment Vollzeit

We are seeking a dedicated and experienced Service Desk Lead to join our client's infrastructure division.
This role is hands-on and involves mentoring and guiding a team of Level 1 Engineers, handling high-level escalations, and ensuring targets are met.
The ideal candidate will have a strong background in Microsoft technologies, including 365, Azure AD, and Azure, as well as experience in user management, networking, and PC hardware support.Key Responsibilities:Handle high-level escalations from the Level 1 team, resolving complex technical issues that require advanced knowledge and expertise.
Ensure that escalated issues are addressed promptly and effectively.Provide technical support to end users via ticketing system, phone, and video, addressing a wide range of issues related to Microsoft 365, Azure AD, Azure, networking, PC hardware, and more.Provide mentorship and guidance to a team of Level 1 Engineers, helping them develop their technical skills and improve their performance.
This includes offering advice, sharing best practices, and providing constructive feedback.Ensure that all service level agreements are met, including responding to end user requests in a timely manner.
Monitor and track SLA performance, and take corrective actions when necessary to meet targets.Required Experience:Minimum of 2+ years in a similar role.Strong experience troubleshooting issues across 365, Azure AD, and Azure.Experience in user management, networking, and hardware support.Service-driven mindset with excellent communication skills.If you are interested in the role, please apply
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