It Servicedesk Team Lead (Msp Experienced)

IT Servicedesk Team lead (MSP Experienced)Australia - VICMelbourne - All locations Added Friday 9th of June 2023 09:18:19 AM

Milestone IT has a great opportunity for an experienced Team leader IT Servicedesk with exceptional customer service skills to join a leading MSP in Melbourne.

Our client is seeking a highly skilled IT Helpdesk Team Leader to manage and lead our IT support team. The successful candidate will be responsible for ensuring that our IT Helpdesk operates efficiently, provides excellent customer service, and meets or exceeds established service level agreements.

Responsibilities:

Manage and lead the IT Helpdesk team, providing direction, guidance, and support ( currently 4 in levels 1-2)Develop and implement Helpdesk policies and procedures to ensure consistent, high-quality serviceMonitor Helpdesk performance metrics, identifying areas for improvement and implementing corrective actions as neededEnsure timely and accurate resolution of IT support tickets and requestsHandle escalated IT support tickets and requests, resolving complex issues as neededCoordinate with other IT teams to ensure seamless technology integration and system stabilityProvide training and support to Helpdesk team members, ensuring they have the necessary skills and knowledge to provide effective supportStay up-to-date with new technologies and industry trends, sharing knowledge with the team as appropriateManage and maintain IT Helpdesk equipment, software, and inventoryCreate and maintain documentation on IT support processes and proceduresRequirements:

Proven experience as an IT Helpdesk Team Leader or similar roleStrong knowledge of IT support processes and technologies, including helpdesk ticketing systems and remote support toolsExcellent leadership and interpersonal skillsStrong communication skills, both written and verbalAbility to work well under pressure and manage multiple priorities simultaneouslyDetail-oriented with strong organizational skillsBachelor's degree in Computer Science, Information Technology, or related field (preferred)Certifications in relevant technologies (e.g., ITIL, CompTIA A+, Cisco CCNA) (preferred)If you meet these requirements and are looking for a challenging and rewarding IT Helpdesk Team Leader role, we encourage you to apply.

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