Service Desk Team Lead

Cloud Native is a growing Managed Services Provider that specialises in managing and deploying infrastructure in the public cloud, private cloud, data centres, on-premises and working closely with our customers IT teams. As part of our growth strategy for 2024 we are looking to expand our talented team. 

We work with an exciting range of customers including start-ups, fintech’s, retail and major ASX businesses. We are trusted integral partners for these customers and we deliver results. Our team is passionate about the transformative power of technology and how we can harness that power to achieve exceptional outcomes.

We're seeking a Service Desk Analyst, who's ready to step into the role of Service Desk Team Lead. As a Service Desk Team Lead, you will play a pivotal role in ensuring the efficient and effective delivery of IT support services to our clients.

This role is highly varied and will see you working across different customers and technologies. You will be expected to work both in the office and at customer sites. 

The ideal candidate will possess a proven track record of technical expertise, exceptional customer service skills, and a demonstrated ability to lead and motivate a team.

As our Service Desk Team Lead you will be responsible for: 

• Overseeing Service Desk Team performance, ensuring accuracy and timely ticket resolution
• Managing customer expectations and serve as a key point of contact for complex assistance
• Supporting and mentoring Service Desk Team members, fostering their career growth
• Developing and maintaining build guides, procedures and reports, and assist in continuous improvement process by developing and enhancing procedures.
• Configuration, maintenance and support of Office 365, Exchange, SharePoint, OneDrive & Microsoft Teams
• Plan and complete various on-premise to O365 migrations (on-prem Exchange to O365, on-prem file services to Sharepoint, OneDrive integration)

What will you bring:

• L2 or L3 Service Desk Technician with a proven track record and tenure with an MSP
• Experience in leading and developing junior team members and leading Service Desk technicians
• High level written and verbal communication skills
• A mindset focused on ongoing process improvement
• Strong commitment to delivering excellent customer service
• Relevant tertiary qualification in Networking, IT or Computer Science preferred 
• Demonstrate strong analytical and problem-solving skills

If this sounds like you, please apply through Seek be sure to include.

• A cover letter (we actually read it)
• Your current resume

Our website https://www.cloudnative.com.au