5 дней назад
Client Support Team Lead (Microsoft)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Client Support Team Lead (Microsoft): Leading day-to-day Service Desk operations for managed services customers with an accent on people leadership, service governance, advanced Microsoft troubleshooting, and continuous improvement. Focus on managing ticket queues, coordinating major incidents, monitoring SLA and KPI performance, and optimizing workflows through knowledge management and automation.
Location: Hybrid, Sydney, New South Wales, Australia
Company
is an ASX-listed Australian advisory and IT solutions company providing managed Hybrid IT, Private Cloud, and Connectivity services across multiple international locations.
What you will do
- Lead the day-to-day operations of the Service Desk across multiple managed services customers.
- Coach, mentor, onboard, roster, and develop Service Desk analysts, including cross-skilling and performance management.
- Manage ticket queues, workload distribution, backlog reduction, and major incident coordination.
- Monitor and report on SLA performance, First Contact Resolution, backlog volume, and customer satisfaction.
- Act as the escalation point for complex issues and collaborate with resolver groups and customer stakeholders.
- Drive knowledge base creation, SOP development, workflow optimization, and service automation initiatives.
Requirements
- Demonstrated experience leading an IT Service Desk or Managed Services team.
- Strong knowledge of ITIL principles and service management frameworks.
- Strong stakeholder management, communication, and conflict-resolution skills.
- Experience mentoring technical staff and managing high-pressure operational environments.
- Technical proficiency with Microsoft 365, Entra ID, Intune, Exchange Online, ServiceNow, Jira, ConnectWise Automate, ScreenConnect, Confluence, and SharePoint.
- Ability to work in a hybrid arrangement in Sydney, New South Wales.
Nice to have
- ITIL Foundation or higher certification.
- Microsoft certifications and managed service provider experience.
- Experience with Power Automate, scripting, or other automation platforms.
Culture & Benefits
- Supportive culture focused on innovation, collaboration, continuous learning, and smart work practices.
- Career growth through succession planning, internal promotions, mentorship, and professional development.
- Industry and technology certification support, including study assistance.
- Employee benefits, recognition, wellbeing resources, and an Employee Assistance Program.
- Paid parental leave and support for family and caring responsibilities.
- Employee referral program with monetary incentives.
Hiring process
- Submit a complete application online through the Careers page.
- The recruitment process may also be used to create a talent pool for similar opportunities over the following 12 months.
Будьте осторожны: если работодатель просит войти в их систему, используя iCloud/Google, прислать код/пароль, запустить код/ПО, не делайте этого - это мошенники. Обязательно жмите "Пожаловаться" или пишите в поддержку. Подробнее в гайде →