Service Desk Team Leader

Total Computer Technology

Posted 19d ago

• Managing a team of Service Desk Engineers
• Reporting to Service Desk Manager
• Port Melbourne office based role

Total Computer Technology has been operating for over 29 years and is considered a leader in providing managed services. 

We have 5 offices in Melbourne, Sydney and regional VIC. Our clients are located throughout Australia and New Zealand, across all major industries.

Based full time in our Port Melbourne office, this is a hands-on role which will require you to manage the Melbourne Service Desk team.

Key responsibilities include:

• Day-to-day leadership and performance management of staff (team of 6 initially and then expanding team size)
• Maintaining efficient operation of the Service Desk 
• Act as an escalation point for your team members
• Ensuring SLA's are met consistently
• Conduct training & development plan meetings with your team
• Escalating issues to Service Desk Manager

You will need excellent interpersonal and communication skills, coupled with your natural leadership ability to help inspire your team to achieve outstanding customer service results.

To be considered for this role you will need to possess the following: 

• Experience within a MSP environment is preferred
• Previous Team Leader experience in a B2B business is essential
• Solid understanding of customer service principles – how to drive to deliver a top-notch customer experience
• Technical background is advantageous
• A positive attitude, a willingness to help people, and a commitment to achieving results
• Experience in providing training for team members
• Excellent communication skills
• Driver’s license is required

A very attractive salary will be negotiated with the successful candidate. 

We will provide full training on company systems & solutions.