Helpdesk Team Lead

Helpdesk Team Lead

Company Overview:

Join our dynamic team at Inspired IT, where we deliver efficient IT system management and support services to our valued clients. As a Helpdesk Team Lead, you will play a crucial role in ensuring the seamless delivery of IT solutions while fostering a positive team environment.

Job Title: Helpdesk | Team Lead

Reports To: Technical Services Manager

Type of Position: Full-Time

Hours of Work: This position requires standard full-time hours, with the flexibility required to work out of hours as necessary, including participation in the on-call roster as required by the business.

Location: Osborne Park

Salary: Competitive, based on experience

Responsibilities:

Due to the nature of the Inspired IT Business, there will be the need to engage in flexibility of tasks where support and consultation will be provided and engaged in.

Your principal responsibilities and duties include: -

Team Leadership:

• Provide leadership, guidance, and mentorship to a team of IT professionals.

• Foster a collaborative and positive team culture.

• Set clear performance goals and provide regular feedback and performance evaluations.

• Ensure team timesheets are accurate and submitted on time, with the correct time codes used.

• You will serve as a guiding example for your team, exemplifying effective and efficient work practices while actively endorsing Inspired IT’s goals and decisions.

Client Management:

• Oversee the delivery of managed IT services to clients.

• Develop and maintain strong client relationships, acting as the primary point of contact.

• Ensure client satisfaction and address any issues or concerns promptly.

• Manage the on-call roster to ensure continuity of service to clients during the weekends and public holidays.

• You will be on the On-Call roster as the lead responsible for your clients.

Technical Expertise:

• Resolve IT issues for clients both on-site and remotely, which will include performing day-to-day client support and troubleshooting via the helpdesk, answering emails and phone calls and assisting the team with IT support requests and scheduling.

• Stay current with industry trends and emerging technologies to provide the best solutions to clients.

• Maintain current and relevant industry certifications, including regular updates to Microsoft Certifications .

• Assist the team in troubleshooting and resolving technical issues.

• Support the team in implementing IT solutions and infrastructure improvements.

• Demonstrate a profound understanding and mastery of our internal Tool Stack.

Project Management:

• Lead projects related to IT service delivery, including client onboarding, system upgrades, and process improvements.

• Develop project plans, assign tasks, and monitor progress to ensure timely delivery.

Service Delivery and Support:

• Ownership of the ticketing queues to manage response and completion times and quality.

• Handle escalations, major incident management, and coordinate team members to resolve client issues.

• Provide first-level technical escalation support and oversight of ticket queues.

• Resolve IT issues for clients both on-site and remotely, including client support and troubleshooting via the helpdesk, emails, and phone calls.

• Schedule team members and provide input into meetings, including daily team stand-ups. Ensure there is coverage within your team and organise for coverage or provide coverage where required for other Team Leads.

Documentation and Reporting:

• Document all work performed into the job system accurately, maintaining timesheets and tickets.

• Input and updates to reporting and dashboards.

• Document internal and customer information as required.

Process Improvement:

• Identify and suggest possible improvements to methods and procedures.

• Chair meetings and provide input into standard operating procedures.

• Identify and escalate issues as required and liaise with hardware and software vendors when necessary.

• Manage and maintain Office 365 tenants and on-premise infrastructure .

Training and Development:

• Provide team member process and toolset training.

• Input into quoting and implementing customer solutions.

• Drive and guide team members to keep up to date with training and certification requirements within their role.

• Forecast and ensure that your team has appropriate training plans and skills to enable them to undertake the required technical task.

• Identify performance gaps and training needs within your team and help with the development.

Budget Management:

• Assist in budget planning and resource allocation for managed services.

• Monitor and control expenses to ensure cost-effectiveness.

This job description is indicative of the nature and level of responsibility associated with the post. It is not exhaustive, and the Role Holder may be required to undertake such other duties as may be required by the Director to meet the needs of the business.

Essential Criteria:

- Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).

- Proven experience in IT services with a focus on managed services.

- Strong technical knowledge in IT systems, networks, and cloud technologies.

- Team Leadership and management skills.

- Well-developed communication and interpersonal skills to build positive relationships with clients.

- Good problem-analysis, troubleshooting, and problem-solving skills.

- Attention to detail and a high level of accuracy.

- Positive "can do" attitude and the ability to multitask.

- Continually working towards completing a nationally recognized qualification in Information Technology.

- Ability to provide clear instructions to team members.

- Technical experience with Microsoft Office 365, Windows Desktop and Server Operating Systems.

- Relevant certifications (e.g., ITIL, CompTIA, Cisco, Microsoft) are a plus.

- Willingness and capability to travel as needed, including within the Perth Metro area and occasionally interstate, to serve clients.

- Willingness and capability to travel internationally for visits to our offshore team.

What’s on offer for you?

We offer a team bonus scheme, your birthday off work, a fabulous office in a great location in Osborne Park, and a great company culture. We also provide regular, employer-funded social events, learning and development opportunities, and much more!

APPLICATION PROCESS

If you possess these essential skills and are looking for an exciting opportunity to grow your career in IT support, we encourage you to apply. Join our dynamic team and make a difference in supporting our clients' IT needs. Apply now with your updated resume and cover letter highlighting your relevant experience and qualifications. We look forward to welcoming you to our team!

Inspired IT is an equal-opportunity employer and values diversity in the workplace. We encourage applications from all qualified individuals regardless of race, ethnicity, religion, gender, sexual orientation, age, disability, or veteran status.