This role will be working with a Melbourne based MSP as a technical leader, providing mentorship and leadership whilst ensuring clients are well looked after.
Role Description
This is a full-time, on-site role based in Melbourne, VIC, for a Service Desk Technical Lead (L3). In this position, you will oversee level 3 technical support operations, troubleshoot complex issues, and provide high-quality service to internal and external clients. Responsibilities include leading and mentoring the service desk team, ensuring timely resolution of support tickets, managing field service operations, and maintaining technical systems to achieve optimum performance. Candidates will also be responsible for collaborating with stakeholders to enhance service delivery standards and address customer needs effectively.
Qualifications
* You have 8+ years of experience in an MSP environment and understand the balance between technical speed and relationship management.
* You can explain a complex technical outage to a non-technical business owner in a way that builds trust and provides reassurance.
* Exceptional Customer Service skills to engage with users and deliver effective solutions
* Knowledge of system Maintenance protocols and processes for consistent performance
* Proven leadership skills, with the ability to mentor and guide a technical support team
* Strong communication and problem-solving abilities
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