Job Title: Service Desk Team Leader
Leadership Opportunity:
We are seeking an experienced Service Desk Team Leader to lead our team in providing exceptional customer service.
About the Role:
This is a leadership role that requires strong technical and people skills. The successful candidate will be responsible for leading a team of IT support professionals, allocating tickets, and ensuring client satisfaction and performance targets are met.
Key Responsibilities:
* Lead and support the team in daily operations
* Perform ticket allocation, oversight, and reviews
* Provide continuous guidance, feedback, and mentoring
* Identify training needs and assist with performance management
* Coordinate day-to-day team activities
* Act as an escalation point and resolve issues efficiently
* Promote continuous improvement with the Service Desk Manager
* Collaborate on recruitment, onboarding, and exit processes
* Approve leave and manage team resourcing and leave balances
* Ensure consistent delivery of quality services
* Understand and meet SLA requirements
* Maintain operational procedures
* Keep ConnectWise updated with tickets and timesheets
* Facilitate effective communication within the team and organization
* Ensure compliance with WHS policies and procedures
Requirements:
* Team Leadership Experience – At least 1 year in a management/team leader role with a direct reporting staff in a call center or support role
* Excellent Communication Skills – Required to mentor and train the team
* Service Desk Operations Proficiency – Understanding how a Service Desk functions and the importance of customer service
* Performance Management – Ensuring tickets are processed by the team within SLA
* Troubleshooting – Good base understanding of IT and Technical support
* Previous experience in Service Desk or Call Center support role
* ITIL - Core understanding of incidents, problems, and change management processes (desirable)
* Advance Technical Skills - Server, PowerShell, Firewall (desirable)
What We Offer:
* A supportive team environment with a strong technical support network
* Broad range of options for training and developing your IT skills
* Opportunity to work with the latest technologies
* Internal career growth for high performers
* Cost price on products from suppliers
* Lunches and snacks provided
* Bonuses and incentives for upskilling
* Referral bonus