It Service Team Lead - Msp

Service Team Lead

Location: Townsville, QLD

The Company

Our client, founded in 2006, is a recognised technology solutions provider supporting more than 14,000 users across Queensland. They are a dedicated team of over 50 professionals delivering world class services across a diverse range of sectors, including medical, not for profit, education, and professional services.

They are not just a tech company, but a team of real people who love solving problems and helping businesses thrive. They believe their greatest asset is their team, and fostering a positive and supportive work environment is not just a priority, it is the foundation of their success. They have been recognised as a Great Place to Work for three consecutive years!

The values that guide them are: Team Players, Driven to Improve, Honest & Genuine, and Camaraderie.

The Role

The Service Team Lead is responsible for leading and overseeing multiple areas of the business. You will work closely with the Support Services Manager to lead the team to successful outcomes with a strong focus on customer satisfaction, administration, and business support.

The Responsibilities

• Dispatch for onsite and remote resources
• Review and approve leave requests whilst maintaining appropriate staff coverage
• Call clients for scheduling and service changes and manage priority events for them, acting as the first point of escalation and maintaining open communication
• Receive orders and complete weekly stocktakes, as well as maintain vehicle stock accuracy
• Assign stock to projects and tickets and oversee the daily dispatch checklist and ticket closing process to ensure quality and compliance
• Work with the Service Operations Manager to plan career pathways for staff
• Successfully train and onboard new staff, set and track staff training goals
• Maintain and manage company vehicles in Fleetio and oversee the disposal of e waste
• Work with management to organise company events and team initiatives
• Lead weekly EDMs with team members and facilitate quick daily huddles to drive alignment and performance

The Successful Candidate

• MSP or IT experience at the very least is a MUST
• Relevant IT certification such as Microsoft, ITIL V4, etc. is preferred
• Strong management and leadership experience, with the ability to lead, develop, and manage team performance
• Committed to providing exceptional customer service across all channels
• Ability to communicate clearly, respectfully, and concisely, varying communication style according to audience
• Able to cultivate rapport and build trust with end users and team members
• Proactively communicates with staff and stakeholders as needed
• Excellent attention to detail and written skills when communicating with others, both internally and externally
• Actively seeks out market information and takes an interest in business issues that can drive positive business outcomes

In return, you will work within an established organisation, that continues to build upon their operational maturity and market position. You will be paid commensurate with your experience and will start immediately!