Client Support Team Lead — ITSM & Service Delivery

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

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.