AddressCompany 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: Project 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.
KEY PURPOSE
As a key team member, you will be responsible for:
• the efficient and effective running of the Project Team.
• managing all project timeframes and client engagement.
• leading the Project Team to achieve successful project delivery while meeting the initial needs and expectations of the client.
• managing project budgets and scoping of work.
PRINCIPAL RESPONSIBILITIES AND DUTIES
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 for your team.
• Provide regular feedback to your team.
• Organise and conduct quarterly performance evaluations for your team.
• Ensure team timesheets are accurate and submitted on time, with the correct time codes used.
• Lead your team by setting an example of effective and efficient work practices, while actively supporting and promoting Inspired IT’s goals and decisions
• Oversee all ongoing projects and schedules, including resource allocation and management.
Client Management:
• Interact with customers from project initiation through delivery and completion.
• Cultivate and sustain robust client relationships, serving as the primary point of contact for escalations.
• Guarantee client satisfaction by delivering projects that align with vision documents and designs, ensuring value realization.
• Organize the on-call roster to maintain uninterrupted service for clients during weekends and public holidays as necessary.
• You will be on the On-Call roster as the lead responsible for your clients.
Technical and Project Management Expertise:
• Demonstrate proficiency in project leadership and management.
• Effectively manage multiple projects concurrently.
• Stay abreast of industry trends and emerging technologies to offer optimal solutions to clients.
• Keep industry certifications current, including regular updates to Microsoft Certifications.
• Aid the team in troubleshooting and overcoming technical challenges and obstacles in projects.
• Assist in the implementation of IT solutions and enhancements to infrastructure.
• Showcase deep understanding and mastery of our internal Tool Stack.
• Possess experience in solution design and scoping.
Technical Support:
• Take ownership of project queues to effectively manage response and completion times while maintaining high quality.
• Manage escalations and major incidents, and coordinate team efforts to resolve client issues promptly.
• Offer first-level technical escalation support and oversee project queues.
• Resolve IT issues for clients both onsite and remotely, providing support and troubleshooting via helpdesk, emails, and phone calls.
• Coordinate team schedules and contribute to meetings, including daily stand-ups, ensuring adequate coverage, and providing or organizing coverage as needed for other Team Leads.
Documentation and Reporting:
• Accurately record all work performed in the job system, maintaining comprehensive timesheets and tickets.
• Input and regularly update reporting and dashboards to track progress and performance metrics.
• Document internal and customer information as necessary, ensuring confidentiality and accuracy.
• Maintain up-to-date documentation for all project changes, ensuring transparency and consistency.
Process Improvement:
• Identify and propose potential enhancements to methods and procedures to optimize efficiency.
• Lead meetings and offer insights into standard operating procedures to drive continuous improvement.
• Recognize and escalate issues as needed, collaborating with hardware and software vendors when necessary.
• Oversee and upkeep Office 365 tenants and on-premise infrastructure to ensure smooth operations.
• Drive improvement within the Project Team by introducing new ideas and facilitating the adoption of cutting-edge technology.
• Identify client requirements and devise superior solutions for scoping and development.
• Contribute to client IT growth by identifying opportunities for expansion and enhancement.
Training and Development:
• Conduct process and toolset training for team members to enhance their skills.
• Contribute to complex quoting and the implementation of customer solutions.
• Encourage and support team members in staying current with training and certification requirements relevant to their roles.
• Proactively forecast and ensure that your team has tailored training plans and skill sets to effectively handle technical tasks.
• Identify performance gaps and training needs within your team, and actively contribute to their development and improvement.
Budget Management:
• Aid in budget planning and resource allocation for project resources.
• Vigilantly monitor and control expenses to ensure optimal 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, to meet the needs of the business.
COMPETENCIES, QUALIFICATIONS & EXPERIENCE
Essential
• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
• Demonstrated project management or project lead experience.
• Proven track record in IT services, particularly in managed services and successful project delivery.
• Experience in solution design and scoping.
• Strong technical acumen in IT systems, networks, and cloud technologies.
• Proficient in Team Leadership and management.
• Exceptional communication and interpersonal skills for fostering positive client relationships.
• Strong problem-analysis, troubleshooting, and resolution skills.
• Meticulous attention to detail and high level of accuracy.
• Positive "can-do" attitude with excellent multitasking abilities.
• Keep up to date with nationally recognized qualifications in Information Technology.
• Ability to provide clear instructions and guidance to team members.
• Technical proficiency with Microsoft Office 365, Windows Desktop and Server Operating Systems.
• Experience working with the Azure computing platform.
• Possession of relevant certifications such as ITIL, CompTIA, Cisco, and Microsoft is advantageous.
• Certification in project management methodologies (e.g., Agile, Scrum, Prince2) is preferred.
• Travel may be required within the Perth Metro area, interstate, and internationally.
KEY PERFORMANCE INDICATORS
KPIs will be set out as part of the Performance Review Process.
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.
