Lead, mentor, and develop a
dedicated team of IT service professionals.
Drive service excellence and
champion process improvement in a dynamic, fast-paced environment.
Join a forward-thinking and
growing company focused on innovation and outstanding client success.
About Our Client
Our
client is a leading Managed Services Provider (MSP) renowned for their
unwavering commitment to exceptional customer service and proactive IT
management. They foster a highly collaborative and supportive internal culture,
empowering their team through continuous learning and professional development.
With a strong focus on innovation, they leverage modern technology and best
practices to optimise client infrastructure, streamline processes, and drive
business efficiency.
About the role
The
Service Team Leader is a pivotal role responsible for guiding the service team
to deliver expert-level technical support. This position blends hands-on
technical oversight with strong people leadership, ensuring complex hardware,
software, and network issues are resolved efficiently while fostering a
high-performing and motivated team culture. You will be instrumental in
managing service delivery, driving customer satisfaction, and contributing to
the continuous improvement of operational processes.
Must haves:
Proven experience leading a
technical support or service desk team within a Managed Services Provider
(MSP).
Demonstrated ability to drive
team performance using metrics and KPIs.
Exceptional communication,
leadership, and people management skills.
Role and Responsibilities
Lead, mentor, coach, and develop
the service team, fostering a culture of technical excellence and
outstanding customer service.
Ensure all service requests and
incidents are managed and resolved within agreed-upon Service Level
Agreements (SLAs).
Champion and maintain
exceptionally high levels of customer satisfaction, addressing feedback to
drive service improvements.
Act as a key escalation point for
complex technical issues, providing expert guidance and ensuring timely
resolution.
Drive the continuous improvement
of support processes, documentation, and knowledge base articles.
Manage team performance,
utilisation, and productivity to meet and exceed business objectives.
Oversee the seamless and
efficient onboarding of new clients into the service delivery framework.
Generate and analyse reports on
team performance, service trends, and recurring issues to inform strategic
decisions.
Experience/Skills
Minimum of 5 years’ experience
working within a Managed Services Provider (MSP) environment.
Minimum of 3 years’ proven
management experience leading a team of 5 or more technical staff.
Strong technical experience to act
as L3 technical escalation point
Strong people management skills
including employee development, performance reviews, conflict resolution,
and fostering a customer-centric team focus.
Demonstrated ability to thrive in
an interrupt-driven, fast-paced environment while delivering quality
solutions.
Excellent analytical,
problem-solving, and organisational skills.
Experience with project
management or providing IT support to the Medical industry would be highly
regarded.
Qualification
Higher School Certificate (HSC)
or equivalent.
Certificate IV in Information
Technology or higher.
A formal qualification in
Management (TAFE or equivalent).
Industry certifications such as
Microsoft (MTA, MCSA, MCSE, MCITP) or Cisco (CCNA) are highly desirable.
University qualifications in
Management would be advantageous.
What is on offer
A competitive salary package
commensurate with your experience.
The opportunity to lead and shape
a high-performing technical team in a key leadership role.
A supportive and collaborative
work environment focused on continuous learning and career growth.
Direct mentoring and guidance
from an experienced senior management team.
The chance to make a significant
impact within a forward-thinking and growing organisation.
How to apply
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Recruitment Services jobs anywhere else on the web.
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please apply using the “Apply Now” button below.
Other
titles for this role in other organisation might be: Service Desk Manager, IT Support Team Leader, Helpdesk Manager, MSP Team Lead,
Technical Support Manager