Service Desk Technical Team Lead
Vor 4 Tagen
Help Desk & IT Support (Information & Communication Technology) Full time Source Central is a Managed Service Provider who has been operating in Melbourne for 15+ years, looking after many industry verticals with customers in the SMB Corporate, Enterprise, and Primary/Secondary Education spaces.
Source Central also acquired telecommunications company Datamini Communications in 2019, which expanded our technical offerings into the telco world.
We are seeking a dynamic Technical Team Lead to join our Service Desk team and play a key role in delivering outstanding IT services to our clients.
In this role, you will: Oversee and drive the performance of our Service Desk team, ensuring timely and effective resolution of support tickets across L1, L2, and L3 levels.Utilise your strong technical expertise and leadership capabilities to mentor team members, fostering professional growth and technical excellence.Be the go-to resource for complex challenges, approaching each task with a can-do attitude and commitment to achieving successful outcomes.Maintain exceptional client satisfaction by consistently delivering high-quality service and proactive solutions.This position is critical to ensuring our clients receive top-tier IT support while advancing our reputation as a trusted MSP partner in Melbourne and beyond.
Key Responsibilities Technical Oversight: Leverage your expertise in general IT support to provide hands-on assistance when needed.Provide direction to support team members to assist with resolving issues in key areas, including:Networking: Firewalls, switches, routers, and connectivity issues.Infrastructure: Windows Server environments, virtualization (VMware/Hyper-V), and storage solutions.Microsoft 365: Exchange Online, SharePoint, Teams, and Intune.Implement best practices for infrastructure and system management to minimize downtime and enhance efficiency.Leadership & Team Management: Lead, mentor, and develop a team of L1, L2, and L3 support technicians.Conduct regular team training and skill assessments to maintain a high level of technical expertise.Drive accountability within the team to ensure SLAs are consistently met or exceeded.Service Delivery & Reporting: Ensure all support tickets are managed effectively, from initial triage to resolution.Act as the escalation point for complex technical issues requiring advanced problem-solving.Produce detailed monthly service delivery reports for clients, highlighting achievements, trends, and actionable insights.What We're Looking For General IT Support: Proficiency in troubleshooting hardware, software, and peripheral issues.Networking: Strong understanding of TCP/IP, VLANs, VPNs, SDWAN, firewalls, and wireless technologies.Infrastructure: Hands-on experience with Windows Server, Active Directory, and hypervisor/virtualization technologies.Microsoft 365: Advanced knowledge of administration and configuration, including endpoint configuration, security and compliance.Google Cloud: Knowledge of administration and configuration, including security and compliance.Experience and Qualifications: 8+ years in IT support, with at least 3 years in a leadership role.MSP experience is highly desirable, including familiarity managing PSA tools like ConnectWise.Relevant certifications (e.g., Microsoft, Cisco, VMware) are a plus.Experience with client or executive level monthly reporting.Experience working with or managing overseas/remote team members.Soft Skills: Excellent communication skills, with the ability to articulate technical issues to both technical and non-technical audiences.Ability to present and explain technical solutions to issues that require input from client IT managers/directors.Strong problem-solving mindset and a proactive approach to challenges.Ability to prioritize and manage workloads in a fast-paced environment.Ability to delegate with direction to the support team members.Your application will include the following questions:
Which of the following statements best describes your right to work in Australia?How many years' experience do you have as a Technical Team Leader?How many years of people management experience do you have?#J-18808-Ljbffr
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Service Desk Technical Team Lead
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