Service Desk Team Leader
vor 1 Woche
Lead the Future of IT Support – Join Us as Service Desk Team Leader Ready to take charge of a high-performing technical team and shape the way we deliver exceptional service? This is your chance to lead, innovate, and make a real impact in a fast-paced MSP environment. Why You’ll Love This Role Be the go-to leader for our Service Desk team across Levels 1, 2, and 3. Drive automation, optimise processes, and champion continuous improvement. Work with cutting-edge tools like Autotask, ITGlue, and DattoRMM. What’s in It for You? Flexible work options – balance your career and lifestyle. Career progression opportunities – grow with a company that invests in your future. Supportive, collaborative culture – work with a team that values innovation and success. What You’ll Do Lead and mentor a talented Service Desk team Work on and resolve tickets alongside your team to ensure service excellence Manage resources to consistently hit SLA and KPI targets. Own escalation processes and enforce best practices. Analyse ticket trends to identify improvements and streamline operations. Drive onboarding and continuous training for technical staff. Conduct performance reviews and track team metrics. Champion service automation and process optimisation. Facilitate daily and weekly team meetings to keep everyone aligned. Lead initiatives to exceed client expectations. What We’re Looking For 5+ years’ IT support experience in an MSP, with at least 2 years in a leadership role. Proven success managing a fast-paced Service Desk or Technical Support team. Strong knowledge of ITIL practices, incident management, and SLA/KPI tracking. Hands‑on experience with ITSM platforms (Autotask, ITGlue, DattoRMM). Expertise in Microsoft 365, Entra ID, and endpoint management (Intune). Track record of driving customer satisfaction and continuous improvement. Certifications ITIL Foundation Certification 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 Service Desk Team Leader? How many years' experience do you have in the IT industry? What's the highest level of ITIL qualification you have completed? Which of the following Microsoft 365 certifications have you completed? What's your expected annual base salary? #J-18808-Ljbffr
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