IT Support – Team Leader // MSP Growth Role

Summary:

We are seeking an experienced IT Support – Team Leader to join our dynamic team in Ringwood, Victoria. This permanent, full-time role is pivotal in driving the growth of our Managed Service Provider (MSP) operations. The successful candidate will lead a team of IT support professionals, ensuring exceptional service delivery and fostering a culture of continuous improvement. This position is crucial for maintaining our reputation for excellence in the IT industry and supporting our clients’ technological needs.

Responsibilities:

• Lead and manage the IT support team, ensuring high-quality service delivery to clients.
• Oversee the resolution of technical issues, providing guidance and support to team members.
• Develop and implement processes and procedures to enhance operational efficiency.
• Monitor team performance and provide regular feedback and coaching.
• Collaborate with other departments to align IT support with business objectives.
• Maintain up-to-date knowledge of industry trends and technologies to inform team practices.
• Assist in the recruitment, training, and development of IT support staff.
• Prepare and present reports on team performance and service metrics to management.

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Proven experience in an IT support role, with at least 3 years in a leadership position.
• Strong understanding of IT service management frameworks, such as ITIL.
• Excellent problem-solving skills and the ability to work under pressure.
• Exceptional communication and interpersonal skills.
• Experience with ticketing systems and remote support tools.
• Ability to manage multiple priorities and projects effectively.