Service Desk Team Lead

First Focus is Australia's best mid-market Managed Service Provider, bar none. We are growing fast and now have over 270 staff across Australia, New Zealand, Philippines, South Africa and Ireland. We are a stable and very focused company, with over 15 years of consistent growth and we're continuing to win new clients and evolve our solutions.We pride ourselves on being a genuinely great place to work, with a dynamic culture, clear vision and strong leadership. We only hire the best people and are a looking for an exceptional IT professional with a deep understanding of both Managed Services and the needs of mid-tier clients.We are looking for the best MSP-specialised Service Desk Team Lead professional in Sydney. Why would such an amazing person consider coming to First Focus? What makes First Focus better than where you are today?

• We understand the challenges of Service Desk specialists and work with you and our clients to make sure you still get the time and the opportunity to train, develop and keep on growing (see our training days benefit below)
• We know that great Team Leads value different things to other members of the team - technicians (for example) - daily variety, great team, great management support and new challenges
• We've really thought about what makes a great client and seek only the best clients for our team to work with
• We find and retain the best. Best Service Desk, best Team Leaders, best Technical Leads and Specialists. Best team fullstop!

Requirements

• Experience leading a team in a customer-focused environment.
• Advanced desktop support knowledge. You must be familiar with end user support and Active Directory to be considered for this role.
• A good general knowledge of Windows Server, Azure and Exchange environments
• General knowledge of technical infrastructure from desktop to firewall.
• An understanding of backup systems and software.
• An understanding of ITIL, ticketing systems and customer service principles.
• Excellent written and spoken English, with a great phone manner.
• Great attention to detail and time management skills.
• Fast and accurate keyboard skills, with proper spelling and grammar.

Desired

• Experience working with an IT outsourcer or service provider
• Experience with ConnectWise

BenefitsFirst Focus’ values are based around keeping everyone informed, aligned, supported, and rewarding performance. Some examples of this include:

• Compelling package that includes salary, training and flexible arrangements
• All employees have free access to Uprise, including 1:1 coaching sessions from qualified psychologists or counsellors
• First Focus understands the importance of flexibility for a satisfying work-life balance, which is why we offer hybrid working arrangements
• ‘Never Stop Growing’ is deeply imbedded in our DNA - we offer up to 10 paid training days a year and support employees towards certifications and qualifications - we will not only pay for the exam but will also give you a pay rise for achieving certs (conditions apply, of course)
• Staff are encouraged to take advantage of our weekly internal training sessions and library
• Opportunities for personal and professional development with our FastTrack mentoring and Leadership Lab programs
• We have our very own MAD (making a difference) Council, focusing on equality, charity, and the environment
• Option of a Tesla company car as part of your ongoing employment package (conditions apply)
• Regular social events and a great team culture!

First Focus welcomes applications from Neurodiverse candidates. We recommend & appreciate disclosure along with the application so that a copy of our Neurodiversity Statement can be provided outlining the flexible options we can offer to best showcase your skills.