Client Support Team Lead

Atturra Limited; Sydney; On-site; AUD 110,000 - 140,000; Full time

Benefits offered by this job

Wellbeing platform

Mentorship program

Professional development support

Parental leave

Job summary

Atturra Limited is seeking a Client Support Team Lead to steer day-to-day Service Desk operations across managed services for multiple customers in Australia. You will mentor analysts, guide incident resolutions, and drive service quality, governance, and continuous improvement.

The role requires a proven track record in ITIL-based service management, strong communication with stakeholders, and the ability to manage high‑pressure environments.

Qualifications

• Demonstrated experience leading an IT Service Desk or Managed Services team.
• Strong working knowledge of ITIL principles and service management frameworks.
• Excellent stakeholder management, communication, and conflict‑resolution skills.
• Proven ability to mentor technical staff and manage high‑pressure operational environments.

Responsibilities

• People Leadership: coach, mentor, and develop service desk analysts; manage onboarding, rostering, performance, and cross‑skilling initiatives.
• Operations & queue management: oversee daily ticketing workflows, workload distribution, backlog reduction, and major incident coordination.
• Service Governance & KPIs: monitor SLA performance, FCR, backlog, and CSAT; report on operational metrics.
• Stakeholder Management: act as escalation point, maintain client relationships, participate in service review meetings.
• Technical Guidance: provide advanced troubleshooting across Microsoft ecosystems and managed services.
• Continuous Improvement: drive knowledge base, SOPs, workflow optimization, and automation initiatives.

Skills

People leadership

ITIL principles

Stakeholder management

Mentoring technical staff

Conflict resolution

MSP background

Automation scripting

Tools

ServiceNow

Jira

ConnectWise Automate

ScreenConnect

Confluence

SharePoint

Job description

The Client Support Team Lead is responsible for leading the day‑to‑day operations of the Service Desk, ensuring exceptional customer support, operational excellence, and consistent service delivery across multiple managed services customers.
The role combines people leadership, technical expertise, service management, and continuous improvement responsibilities. The Team Lead provides guidance and mentorship to Service Desk analysts, acts as an escalation point for complex issues, drives adherence to SLA and KPI commitments, and collaborates with internal resolver groups and customer stakeholders to deliver high‑quality outcomes.

Key Responsibilities

• People Leadership: Coach, mentor, and develop service desk analysts; manage onboarding, rostering, performance, and cross‑skilling initiatives.
• Operations & Queue Management: Oversee daily ticketing workflows, workload distribution, backlog reduction, and major incident coordination.
• Service Governance & KPIs: Prepare, monitor and report on operational metrics including SLA performance, First Contact Resolution (FCR), backlog volume, and customer satisfaction (CSAT).
• Stakeholder Management: Act as the primary escalation point for complex issues, maintain strong client relationships, and participate in service review meetings.
• Technical Guidance: Provide advanced troubleshooting across Microsoft ecosystems and managed service environments, collaborating closely with infrastructure and security teams.
• Continuous Improvement: Drive knowledge base creation, standard operating procedures (SOPs), workflow optimization, and service automation initiatives.

What will make you successful in this role?

Essential

• Demonstrated experience leading an IT Service Desk or Managed Services team.
• Strong working knowledge of ITIL principles and service management frameworks.
• Excellent stakeholder management, communication, and conflict‑resolution skills.
• Proven ability to mentor technical staff and manage high‑pressure operational environments.

Technical Proficiencies

• Core Systems: Microsoft 365, Entra ID (Active Directory), Intune, and Exchange Online.
• ITSM & Tools: ServiceNow, Jira, ConnectWise Automate, ScreenConnect, and knowledge management platforms (Confluence, SharePoint).
• Desirable: ITIL Foundation or higher certification, Microsoft certifications, MSP background, and experience with automation platforms (Power Automate, scripting).

Why is this an exciting opportunity?

Atturra is one of the fastest growing ASX-listed advisory and IT solutions companies in Australia, giving you a strong foundation to fulfil your career ambitions.

We currently have 1300+ professionals working across Australia, New Zealand, Singapore, Hong Kong, and USA who are using innovation to lead the way.

The Managed Services division of Atturra provides leading Hybrid IT, Private Cloud, and Connectivity services, backed by decades of industry experience. Our expertise, combined with the strength of our people, makes us one of the most complete and prominent “as-a-service” providers in the market.

This is your chance to make an impact. Come and join our talented and creative team of change makers to redefine the future through technology.

What our people say:

“We are working towards a very bright future.”

“It's a company with vision and a promising future.”

Why you’ll love working here

Culture of possibility

At Atturra we embrace innovation within our teams, fostering an environment of possibility and growth. We believe in creating a supportive and welcoming culture, where everyone is encouraged to achieve success through collaboration, continuous learning, and smart work practices.

A strong set of company values

Our culture is reflected by our employees who demonstrate camaraderie, innovation, dedication, respect and excellence in everything they do. These traits have become integral to the way we do business and the values we strive for.

Valuable employee benefits

• Employee benefits, recognition, and wellbeing platform
• Career growth via succession planning, internal promotions, and mentorship opportunities
• Ongoing investment in professional development through industry and technology certifications, and study assistance
• Mental health support through our Employee Assistance Program
• Support for family and caring responsibilities, including paid parental leave
• Employee referral program, with monetary incentives offered

Commitment to Diversity, Equity, and Inclusion

At Atturra, we are committed to addressing the digital skills gap and championing diversity, equity, and inclusion. We welcome applications from individuals of all backgrounds — including Veterans, Aboriginal and Torres Strait Islander people, people with disability, members of the LGBTQI+ community, culturally diverse individuals, and other underrepresented groups.

Supporting Australia’s veterans

We are proud to be recognised as a Veteran Friendly Employer under the Department of Veterans’ Affairs Veteran Employment Commitment (VEC). Atturra is dedicated to supporting Australia’s veteran community by enhancing recruitment, support, retention, and leadership opportunities. Our goal is to ensure veterans build meaningful and impactful careers with us.

What our people say:

“Atturra has a great working environment and management are very supportive of their staff. We celebrate success and have fun while working hard.”