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    Service Desk Team Lead - New South Wales, Australia - West Recruitment

    West Recruitment
    West Recruitment New South Wales, Australia

    2 weeks ago

    Default job background
    Full time
    Description

    Salary up to $110k + Super
    Employer paid certifications and training
    Fantastic company culture

    ** As this is a permanent position, we ask that all applicants are either a Permanent Residents or Australian Citizens **

    Your New Employer

    West Technology is partnering with a prominent Australian managed service provider based in the Sydney CBD. This growing MSP has several close partnerships with a range of leading tech providers and supports the latest and cutting-edge technologies.

    As the Service Desk Team Leader, you'll play a pivotal role in optimising processes, ensuring client satisfaction, and supporting the career growth of your team members.

    Responsibilities of the role will include:

    •Oversee service desk team performance, ensuring accuracy and timely ticket resolution.

    •Manage customer expectations and serve as a key point of contact for complex assistance.

    •Support and mentor service desk team members, fostering their career growth.

    •Constantly upgrade and enhance internal processes to provide best-of-breed technical solutions.

    •Ensure Service Level Agreement (SLA) requirements are met.

    Qualifications and Skills Needed:

    •Level 2 or 3 Service Desk Technician with a proven track record and tenure with an MSP.

    •Experience in leading and developing junior team members and leading service desk technicians.

    •High-level written and verbal communication skills.

    •A mindset focused on ongoing process improvement.

    •Strong commitment to delivering excellent customer service.

    •Enthusiastic about supporting clients with a hands-on approach.

    •Relevant tertiary qualifications preferred.

    Benefits:

    •Paid certifications and training opportunities relevant to the role.

    •Opportunities for growth into senior management.

    •Enjoy a great team culture with monthly events and celebrations.

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