Service Desk Team Leader

Service Desk Team Leader

Sydney based, permanent role

Start as soon as possible

We are seeking a dedicated and experienced Service Desk Lead to join our client's infrastructure division. This role is hands-on and involves mentoring and guiding a team of Level 1 Engineers, handling high-level escalations, and maintaining targets are met. The ideal candidate will have a strong background in Microsoft technologies, including 365, Azure AD, and Azure, as well as experience in user management, networking, and PC hardware support.

Key Responsibilities:

• Handle high-level escalations from the Level 1 team, resolving complex technical issues that require advanced knowledge and expertise. Ensure that escalated issues are addressed promptly and effectively.
• Provide technical support to end users via ticketing system, phone and video, addressing a wide range of issues related to Microsoft 365, Azure AD, Azure, networking, PC hardware, and more.
• Provide mentorship and guidance to a team of Level 1 Engineers, helping them develop their technical skills and improve their performance. This includes offering advice, sharing best practices, and providing constructive feedback.
• Ensure that all service level agreements are met, including responding to end user requests within a timely manner. Monitor and track SLA performance, and take corrective actions when necessary to meet targets.

Required Experience:

• Minimum of 2+ years in a similar role.
• Strong experience troubleshooting issues across 365, Azure AD, and Azure.
• Experience in user management, networking, and hardware support.
• Service-driven mindset with excellent communication skills.

If you are interested in the role, please apply!