Service Desk Team Lead | Managed It Services

For the last 19 years, Managed IT has been a leader in Managed Service Provision, with a specialty in the Local Government and Not for Profit sectors.  We transform IT environments with locally hosted, secure, scalable, end-to-end solutions, with a focus on delivering proactive, viable outcomes that enable organisations to grow, innovate, realise opportunities, and most importantly mature digitally.

Managed IT has experienced significant success of late ranking #14 best MSP in Australia and #16 in Asia Pacific within the 2023 Channel Futures MSP 501 APAC Regional Listings, and #402 in the MSP 501 Global Listings.  In 2022 Managed IT ranked #41 at the CRN Fast50 event in Sydney due to 50% revenue growth and subsequently earnt the title of one of the fastest-growing ICT companies in Australia.

Our company values: R.E.A.C.H (Respect, Excellence, Authenticity, Care, Harmony)

As the Service Desk Team Lead, you will play a crucial role in managing our Service Desk Team, ensuring that IT support is delivered efficiently and effectively, aligning with ITIL frameworks. You will be responsible for driving the delivery of first-class service support to our clients, overseeing incident and request management processes, and contributing to the continuous improvement of our service delivery.

• Lead and manage the Service Desk Team, providing direction and support to ensure high-quality service delivery.
• Implement and manage service delivery processes in alignment with ITIL best practices, focusing on incident management, request fulfillment, problem management, and access management.
• Monitor Service Desk performance, generate reports, and conduct regular reviews to identify areas for improvement.
• Act as a point of escalation for complex issues, ensuring timely and effective resolution.
• Work closely with other departments to ensure that IT support aligns with broader company objectives and client needs.
• Facilitate training and development programs for Service Desk staff to enhance their skills and knowledge in ITIL processes and technical competencies.
• Participate in IT service continuity planning, ensuring that the Service Desk is prepared to respond effectively to incidents and disruptions.
• Foster a positive team environment, encouraging collaboration, knowledge sharing, and effective communication among team members.
• Oversee the end-to-end incident management process, ensuring timely and effective resolution of incidents while minimising impact on services.
• Coordinate with internal teams and external stakeholders to ensure a swift response to incidents, adhering to agreed-upon service level agreements (SLAs).
• Identify and prioritise incidents based on their criticality and potential impact, taking appropriate actions to resolve them promptly.
• Analyse incident trends and patterns to identify root causes and implement preventive measures to mitigate future incidents.
• Develop and maintain incident management procedures, documentation, and reporting mechanisms to ensure compliance with industry best practices and internal standards.

• Proven experience in a Service Desk or technical support leadership role within an MSP or similar environment.
• Strong understanding of ITIL frameworks and experience implementing ITIL-aligned processes.
• Excellent leadership and team management skills, with the ability to motivate and guide a team towards achieving operational excellence.
• Strong problem-solving abilities, with a focus on providing exceptional customer service.
• Effective communication and interpersonal skills, capable of working collaboratively with clients and internal teams.
• Relevant ITIL certification (e.g., ITIL Foundation) is highly desirable.
• Bachelor’s degree in Information Technology, Computer Science, or related field is preferred.
• Ability to thrive in a fast-paced, dynamic environment and effectively manage multiple priorities.

To successfully undertake the role, applicants should have a broad technical skill set and preferably practical experience with a wide range of hardware, operating systems, and software.  

An in-depth knowledge of MSP platforms such as N-Central/Datto RMM/ConnectWise Manage/Autotask to enable scripting automation, efficient NOC operations and the highest level of proactive maintenance would be extremely advantageous.

Are you the ideal candidate?

You will need to be innovative, motivated, show exceptional capability, be able to set and follow standard and be highly organised. You'll possess the ability to be one step ahead, have attention to detail, be flexible, and be able to multi-task with a keen desire for continued learning. 

The successful candidate can expect the following perks and benefits:

• Exciting role with the opportunity to learn new skills and develop experience across a broad range of areas.
• Modern office located close to the freeway with nearby parks and parking.
• A 5-minute walk from shops and 15 minutes from train lines.
• Flexible arrangements for work/life balance, including work from home and flexible hours.
• Attractive remuneration package including support for continued skill development
• Laptop and mobile will be provided.

An attractive remuneration package will be negotiated with the successful applicant including support for continued skill development.

All applications are treated in the strictest confidence.

Only successful applicants will be contacted.

No recruitment agencies, please.