Service Desk Team Leader

• Managing a team of L1 engineers
• Reporting to Service Desk Manager
• Port Melbourne based role

Total Computer Technology has been operating for over 25 years and is considered a leader in providing managed services. We have offices in Port Melbourne, Gippsland & Horsham (VIC) & in North Ryde & Penrith (NSW). Our clients are located throughout Australia and New Zealand, across all major industries. 

Based in our Port Melbourne office, this is a hands-on role which will require you to manage the VIC Service Desk team.

Key responsibilities include:

• Day-to-day leadership and performance management of staff (team of 8)
• Maintaining efficient operation of the Service Desk 
• Act as a technical escalation point for your team members
• Ensuring SLA's are met consistently
• Visit sites regularly and maintain relationships with key personnel on the sites in respective branches
• Conduct training & development plan meetings with your team
• Escalating issues to Service Desk Manager

You will need excellent interpersonal and communication skills, coupled with your natural leadership ability to help inspire your team to achieve outstanding customer service results.

To be considered for this role you will need to possess the following: 

• Experience within a MSP environment is preferred
• Previous Team Leader experience is preferred but could suit someone with IT experience moving into a TL role
• Solid understanding of customer service principles – how to drive to deliver a top-notch customer experience
• Technically background is advantageous
• A positive attitude, a willingness to help people, and a commitment to achieving results
• Experience in providing training for team members
• Excellent communication skills
• Driver’s license is required

A very attractive salary will be negotiated with the successful candidate. 

We will provide full training on company systems & solutions.