Service Desk Lead - Msp

About Your New Employer

West Technology is partnering with a boutique Australian IT services provider that supports a broad range of clients across a diverse range of industries in suburban Sydney.
This business provides customised IT solutions that cover IT Support / helpdesk for issue resolution as well as cloud services and cybersecurity. The primary objective for this company is to become a ‘trusted adviser’ for all things IT for their clientele.

About Your New Role

Operating as an integral part of this small team, the Service Desk Lead will provide expertise and guidance to the team as well as your customers on technical IT issues. This is a ‘hands on’ role that will work closely with your clientele. Offering the opportunity to work across a range of different client environments and offers exposure to some of the latest technologies in the market, this role will utilise your technical nous and enhance your leadership skills during the course of your role.

Some of the key tasks will include:
•Develop knowledge of your customers’ IT environments in order to better support them to reach their IT goals.
•Act as an escalation point for the team for complex issues encountered by the customer.
•Project manage client projects such as new system implementations, migrations, and equipment upgrades.
•Provide mentorship and guidance to the juniors within the team.
•Ensure that all complex issues are resolved by identifying root causes in order to diagnose & provide a solution.
•Manage relationships with 3rd party vendors and solution providers.

About You!
•Will hold an IT qualification and relevant product certifications.
•Can demonstrate technical knowledge spanning desktop, servers, networking & Cloud, gained within an MSP / IT Services background.
•Proven capability working with Microsoft technologies (Windows Servers, Azure cloud, O365) as well as other household products (Citrix, VMWare / Hyper-V & Veeam).
•You bring the ability to build strong working relationships with your team, your customers and external service providers.
•You are a proactive and engaging communicator over phone, video & in person, that highly values transparency.
•Are a team player who can self manage your day as well as coordinate those around you.

* All applicants must be an Australian citizen or Australian PR holder *

What’s in it for You?
•Offering up to $120k + Super
•Leadership opportunity
•Boutique MSP – Grow with the business.
•Highly autonomous role- Organise your own workday!
•Located in the Penrith surrounds- Close to train & Parking provided
•Option for hybrid / WFH