What is the role
Monday to Friday, 38 hours per week, based in our Newcastle office with onsite work and occasional travel to other office locations.
Aside from providing leadership to the technical team, the Technical Team Leader ensures that client satisfaction, service levels and performance targets are met, while optimizing resources and maintaining high morale. The role also includes acting as a technical escalation point and delivering hands‐on client support.
Responsibilities
* Lead and support the team; act as an escalation point
* Manage daily operations, scheduling, and rostering
* Allocate resources based on priorities and capacity
* Coach, mentor, and drive team performance
* Support training, performance management, and hiring processes
* Oversee leave approvals and ensure team coverage
* Maintain service quality, SLAs, and updated procedures
* Communicate with stakeholders and collaborate on solutions
* Ensure accurate tracking in ConnectWise
* Support service delivery, projects, and technical tasks
* Deliver excellent client service and build relationships
* Promote clear team communication
* Ensure compliance with WHS policies
* Perform other related duties as needed
Qualifications
* At least five years' experience in a similar role
* Strong technical expertise and networking experience (LAN)
* Relevant vendor certifications (e.g., Microsoft, Cisco, VMware)
* Knowledge of Windows Server, AD, DNS, O365, Exchange, virtualization
* SAN/NAS experience (desirable)
* Experience meeting performance targets; management experience a plus
* Strong leadership, communication, and interpersonal skills
* Client-focused with a professional approach
* Able to multitask, prioritize, and solve problems effectivelyProactive, self‐motivated, and willing to share knowledge
* Committed to quality, innovation, and continuous improvement
Benefits
* A friendly team environment with a strong technical support network
* Broad range of options for training and developing your IT skills
* Opportunity to work with the IT industry's latest technologies
* Internal career growth for high performers and IT super-stars
* Cost price on products from our suppliers
* Lunches and snacks provided
* Comprehensive Employer Assistance Program
* Gym membership
* Referral bonus
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