Team Leader - Service Desk

Team Leader - Service Desk
The Missing Link, Australia

Experience
1 Year
Salary
0 - 0
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
No
Qualification
Certification
Total Vacancies
1 Job
Posted on
Jun 7, 2021
Last Date
Jul 7, 2021
Location(s)

Job Description

The Missing Link

The Missing Link have been operating in Australia for over 20 years. With over 100+ staff, you will be joining a highly successful team which is growing. Our core offerings include cyber security, hardware and software, backup, cloud, communications, infrastructure, consulting services and managed services.

About the Role

The Missing Link is looking for a Service Experience Team Leader to lead, support and develop our growing Service Experience Team.

You will be responsible for leading the L1 Service Experience Engineers, who are the first line of support for our clients. Your day-to-day focus will be to ensure the team is being guided and mentored towards excellence while supporting our internal and external clients. You will be responsible to ensure the performance metrics are being maintained and you are expected to lead by example by showing your technical and process knowledge.

We want you to be passionate about technology and love to work closely with your team, colleagues and clients to deliver an exceptional ‘service experience’.

Roles and Responsibilities

  • Provide mentoring, feedback and direction to L1 Engineers
  • Conduct regular team and 1:1 meetings
  • Review resource planning and workload
  • Finalise KPIs for the team for half-yearly reviews
  • Track, maintain and report on SLA compliance
  • Assist the team or take ownership of escalations (internal and external)
  • Ensure the team workload is being evenly distributed
  • Ensure alert and service tickets are actioned promptly
  • Maintain team CSAT performance and action and follow up all relevant feedback
  • Manage and update shift and roster for hours of coverage
  • Manage client Build and Deploy projects
  • Take the lead in the hiring process

Requirements

  • Minimum 2 years experience leading a team in a MSP / Cloud environment
  • Minimum 5 years IT Industry experience
  • ITIL Certification
  • Industry Certifications e.g Microsoft, Cisco
  • Any leadership or management training is desirable
  • Ability to facilitate team meetings
  • Able to give and receive constructive feedback

Technical Experience

  • Microsoft 365
  • Networking, Server
  • VPN
  • Desktop apps and Microsoft suite
  • PC hardware
  • ITSM Tools
  • Incident Management; PIR

Benefits

A great company culture is very important to The Missing Link. Keeping everyone happy is one of our top priorities.

Here are some of the best bits about working at The Missing Link and some of the ways we try and maintain our staff happiness levels.

  • Great environment, with excellent benefits e.g. regular staff events, free drinks and breakfast
  • Company culture that fosters learning and development
  • Career progression with lots of on the job training and certification opportunities
  • Great bonus structure and team member rewards
  • Access to the latest technology

Job Specification

Job Rewards and Benefits

The Missing Link

Information Technology and Services - Artarmon, Australia
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