About us
AERA is a national Managed Services Security Provider of business and enterprise Cloud Solutions, IT Services, Voice, Data, Telephony, Cyber Security, Hosting, Hardware and Licensing throughout Australia. You can see us at
We are a fast growing, dynamic and professional organisation with offices in Sydney, Melbourne, Canberra & Brisbane.
The role
We're looking for a dynamic, enthusiastic, dedicated highly motivated and experienced Service Desk Team Leader to join our team. You will be responsible for managing a team of skilled IT and network professionals, driving continuous improvement, and maintaining high standards of customer satisfaction. You will lead our service desk operations, juggling KPI's and SLA's, keeping the ticket queue responses & resolutions optimal, ensuring exceptional support and service delivery to our clients.
Beyond that, you know that a great team doesn't just happen, it's built through strong leadership, coaching, and a culture of ownership.
Previous experience managing a Service Desk of more than 10 engineers in multiple locations is mandatory.
What you'll do
Duties expected in this role (but not limited to):
* Lead and manage a team of L1 - L3 Service Desk Engineers, providing guidance, support, and development opportunities.
* Oversee daily operations of the service desk, ensuring timely and effective resolution of issues in the ticket queue and service boards.
* Develop and implement service desk policies, procedures, and best practices.
* Monitor and analyse service desk performance metrics & reports, identifying areas for improvement.
* Collaborate with other IT teams to ensure seamless service delivery and support.
* Managing customer relationships and driving SLA adherence
* Manage escalations and ensure prompt resolution of complex technical and non-technical issues.
* Maintain up-to-date knowledge of industry trends and emerging technologies, ensuring the team learns and improves with every interaction
* Foster a positive and collaborative team environment.
About You
* MSP Experience of at least 2+ Years is a must - managing a Service Desk of more than 10 engineers
* Understanding that Customers come first - SLAs, KPIs, and service metrics are adhered to; and know how to balance customer expectations with operational realities
* Team Culture – own the problem, don't blame shift, take ownership, go above and beyond
* Be an Escalation Point - If the team cannot fix a problem, you can get the job done or at least work out the issue
* Use the tools provided - YOU MUST HAVE the following application knowledge:
* ConnectWise
* IT Glue
* N-Able N-Central RMM
What we offer
* Immediate start available
* Shape your team the way you work as Aera believes in outcomes first
* Friendly, rewarding environment
* Fantastic work culture + supportive management + great work/life balance
* Endless opportunities to grow and learn
* Working with Mid-Market and Enterprise Network Technologies
* Be part of a growing company with a strong industry presence and reputation for quality.
* Enjoy a collaborative and supportive work environment where your contributions will have a direct impact on the business.
* Take on a senior role with real ownership, responsibility, and the opportunity to shape and grow the service desk function.