About ClubIT
ClubIT is an IT Company in beautiful Northern NSW, providing Managed IT Services, Consultancy, Enterprise Wireless, Business Communications and application development in highly specialised industries such as Aged Care and the Clubs and Gaming Industry.
We are a small, innovative and agile team, we are casual most of the time, but extremely professional when it's game face time.
ClubIT has a highly flexible work environment, while we have an office we don't mandate that employees get locked in there until 5pm everyday, we encourage flexibility, for us it's about the work, getting it done in the most professional and efficient manner possible.
Day to Day responsibilities
The Service Delivery Team Leader is responsible for overseeing and coordinating the daily activities of the service delivery team, ensuring that all client requests and incidents are handled efficiently and effectively. This role has a strong focus on both administrative tasks and client relationship management, requiring excellent organizational skills, strong communication abilities, and a customer-first mindset. The Team Leader will work closely with the service delivery team, clients, and other departments to ensure seamless service delivery.
Key Responsibilities
•Client Relationship Management: Serve as the primary point of contact for clients, building and maintaining strong relationships. Ensure that client needs are understood and met, addressing any issues or concerns promptly.
•Performance Monitoring: Track and analyze service delivery metrics, identifying trends and implementing corrective actions as necessary to maintain high levels of service.
•Team Coordination: Oversee the daily operations of the service delivery team, ensuring that all tasks are assigned and completed on time.
•Service Desk Management: Monitor the service desk to ensure that tickets are managed according to priority and within agreed SLAs.
•Resource Allocation: Assign resources to tasks based on skill sets and availability, optimizing team performance.
•Process Adherence: Ensure that all team members follow established processes and procedures, maintaining consistency and quality in service delivery.
•Reporting: Generate regular reports on service delivery performance, including ticket resolution times, client satisfaction, and team productivity.
•Documentation: Maintain and update service delivery documentation, ensuring that all records are accurate and accessible.
•Team Support: Provide guidance and support to team members, helping them to resolve issues and develop their skills.
•Continuous Improvement: Identify opportunities for process improvements and assist in implementing changes to enhance service delivery efficiency.
Key Criteria
•Experience: Preferred 2-5 years of experience in a similar role within an MSP, IT services environment or similar industry.
•Education: Relevant qualifications in IT, Business Administration, or a related field are preferred.
•Client Focus: Exceptional client service and relationship management skills, with a strong focus on client satisfaction.
•Organizational Skills: Strong organizational and multitasking abilities, with a keen eye for detail.
•Communication: Strong verbal and written communication skills, with the ability to interact professionally with clients and team members.
•Technical Knowledge: A good understanding of IT services, including service desk operations, incident management, and basic IT infrastructure.
•Problem-Solving: Ability to think critically and assist team members in resolving complex issues.
•Administrative Skills: Proficient in using service desk software and other administrative tools to manage and track team activities.
•Analytical Skills: Ability to analyze service performance data and make informed decisions to improve service delivery.
The numbers (pay and hours)
This role is full time (38 hours), rate is negotiable based on demonstrated experience ($35-45 per hour).
Ready to Apply?
Send us your CV, tell us a bit about yourself, experience, hobbies and how to get in contact with you and we'll be in touch.