Service Desk Team Lead

Tired of managed services work where every day feels the same? This one's different.Tektalent has partnered exclusively with a fast-growing Australian technology services provider that's making its mark nationally. It's now part of a global technology group, which gives you the stability and backing of a large enterprise with the energy and culture of a growing business.About our clientOur client delivers managed services with a difference. They genuinely invest in their people, and team culture and morale are a real priority, not a slogan. Customers are supported with the latest technology stacks, so you'll be working with modern tools, not legacy systems.About the roleAs Service Desk Team Leader, your focus is on people and delivery, not tickets. You'll draw on your technical background to guide, coach and uplift the team. Your job is making sure the Service Desk consistently delivers a high standard of service, meets its agreed SLAs, and stays friendly and professional in line with the company's values.What's on offerA permanent role with a business that genuinely cares about its people and its customersHybrid flexibility: work from the office or from homeBacking from a global technology group, with room to growA fresh take on what working for a managed service provider can beQualifications & experience3 + years' experience in a technical engineering / support role focused on Modern Microsoft stack & 2 + years' experience managing & leading a team, ideally within an MSP environment (Nice to have)MSP / Managed services provider experience is a nice to have, but not essentialExperience & capability within the Microsoft ecosystem: M365 stack, Azure, Windows, Infrastructure - This is not a hands-on role, you will however need to understand these technologies & toolsConnectWise RSM experience is a nice to haveStrong experience with ITIL frameworks and service desk set-upsProven complex problem resolution skills across various platforms.Confident communicator with strong customer engagement experience.Tasks & responsibilitiesOwn the daily performance of the Service Desk team, actively managing output, behaviour,and quality through real-time oversight and structured monthly KPI reviewsAct as the primary escalation point for assigned clients, ensuring issues are coordinated,communicated clearly, and driven through to resolutionEscalate decisively and without delay when issues require SOC or NOC Team involvement, inline with the Escalation Triggers table, ensuring the right resources are engaged early tominimise client impact as per processesLead the training, coaching, and ongoing development of Service Desk Engineers, buildingcapability, consistency, and confidence across the teamPlan and manage resourcing proactively, including onsite scheduling and leave approvalsBe involved in monthly customer meetings to discuss service and technical issuesAttend customer onsites as scheduledAssist with technical escalations, more guidance rather than hands on workBenefitsPersonalized progression plan allowing you to branch into your desired area of interest / specialization whether it be cloud, cyber security, IT consulting or another specializationCertification and up-skilling is paramount, and you will get the investment to be at the forefront and technically as capable as possibleYearly work anniversary gifts & celebrationsEveryone helps everyone team mentalityPro AI businessEasily accesible office location, close to public transport & away from the city trafficYou will be looking after the core managed services team consisting of level 1 - 3 engineers, a team that is highly coachable & close-knitOffice has end of trip amenities for you to enjoy, including an on-site gym and storage lockers / showersHybrid friendly work environment / flexible workingThis business is owned by a billion dollar technology enterprise, giving them access to a global network of other businesses & state of the art systems & partnerships, also meaning stability, security & high growthAutomation / AI is invested in heavily by the business to automate the mundane tasks, which allows you to focus on the more exciting thingsMarket leading L&D program across MS certs / Vendor up-skillingBusiness is heading into a new phase of stable & organic growth, opening up the door for opportunties for career progression within the businessJoin a business that recognize high performance and have the ability to progress you into higher level roles very quicklyHyper growth business meaning lots of opportunity for the team to learn, grow, develop with the business as they scaleWeekly podcasts with the biggest names in tech - opportunity to network and meet the pioneers in the tech industryExperienced leadership team who knows how to run a well performing businessUnique culture that is focused on individuality, personalization and having a lot of funFlexible work options, no silly hours or overtime requiredOne of the only MSP's that work with high profile enterprise clientele, which will allow you access to participating in high profile projects for these clients, these clients are both in the Public & Private sectorJoin one of Australia's leading Technology Success providers, taking managed services to the next echelon of serviceJoin a business offering a model beyond a standard MSP, offering the enrichment of technology through digital advisory, IT strategy, cloud computing, cyber security, unified communications & connectivityDedicated to adapting to innovation & being ahead of the curve, which allows you to have a genuine roadmap for growth & long term tenureCulture of "Better together" & "celebrating success"One of the best break-out areas to let your hair down with onsite arcade / DJ / Games areaA leadership team that genuinely cares about your wellbeing & happinessNot just another mundane "MSP", they do things better & differently here, you will have to see & experience the difference for yourselfIf you're a Service Desk Team Leader, please click apply & we'll be in touch.Tektalent is on a mission to set the standard for how recruitment should be done & believe our reviews tell the story; we look forward to reviewing your application.