Service Desk – Team Lead

Job Description

• Looking for Leader with technical background
• Expected to lead service desk & 2nd in command to SDM
• Expected to earn bonus + profit sharing as well

Job description

Our client is a multi-award winning and very well renowned company. The company is among the fastest growing companies and expanding the team to fulfil its growth and we need people who have wide technical skills and can help deliver our high level of customer service. 

Core clientele have from 20 to 150 PCs but as demand continues to grow, so too support scope.  The role shall lead a service desk team but must be ready to lead a bigger team as our client is expecting to grow fast in 2019.

 Key Responsibility& Must haves:

You will pivotal in the implementations and ensuring 100% client satisfaction. You will be the one who will be the face of the organisation, thus you need

• Experience leading a service desk team or managing service desk analysts
• Great communication skills and phone manner
• Empathy and ability to listen to customer and understand the business criticality of your job for our client
• Accountability – ability to take accountability & deliver customer satisfying results

 Primary Role Responsibilities:

We are looking for "Leader who knows Tech" and not "Tech who wants to be a leader"

Service Desk Team Leader to manage the day to day operations of the Service Desk and act as 2IC (2nd In Command) to the Service Delivery Manager.  

Role will have full support of the Service Delivery Manager although the Team Leader should be able to work with minimal supervision and take ownership of the daily Service Desk operations.

Take on Service Delivery Manager responsbility in absence of Service Delivery Manager.

Primary responsibility will be in leading and motivating the Service Desk Technicians with the goal of providing an amazing experience for our customers

• “Can do” attitude  - The ability to work independently, yet part of a team
• Training, coaching, mentoring and guiding team – discussing & outlining the team member’s future growth road map & improvements & conducting appraisal discussion
• Excellent customer advocacy, organizational & communication skills, both written and verbal skills
• Excellent problem identification and problem solving skills
• Ensuring team achieves (target of 70% first contact resolution) & responding to and resolving phone and email tickets yourself in a professional, timely manner with an emphasis on high quality customer service.
• Completing training as agreed with the Service Delivery Manager (minimum expectation of 1 certification per quarter)
• Undertaking Problem Management to investigate the root causes of incidents for the Proactive prevention of problems
• Working with field technicians (System Engineers) on both support and scheduled maintenance tasks
• Ownership of Escalating the service requests to the right team in a timely manner (eg. Priority 1 tickets)
• Documenting and discussing recommendations with clients and escalating these to the Professional Services department
• Some day to day tasks may include: Escalations and Training, Rostering, Queue and Workload Management, Major Incident Coordination.

Requirements:

• Seasoned leader with experience in an IT services lead positions preferably in a MSP (Managed Services) environment
• Tertiary education, ideally a university bachelors’ degree (in any field) NOT Masters
• MUST have several certification – preferably MSCEs especially in cloud, security, servers
• Excellent leadership & decision making capability
• Technical problem solving skills & experience (Network, Server and Desktop)
• The right to work in Australia.

On Offer:

• Full time role + Competitive Remuneration
• Great culture
• Leadership and growth potential

How to apply:

• If you on our website, apply using the link below
• If you are NOT on our website, please apply on the link: https://www.appetencyrecruitment.com.au/42e25a68/information-technology-jobs/service-desk-team-lead-brunswick-east.php

Other titles for this role in other organisation might be: Service Desk Manager, Service Desk Team Lead, Junior Service Delivery Manager, IT Manager, Senior IT support, Senior Service Coordinator, IT Support Manager, IT Support Lead

 
Appetency Recruitment Services @ www.appetencyrecruitment.com.au @ 0385603750