IT Support Desk Team Leader - Drive Proactive MSP Ops

Tecala; City of Melbourne; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Paid Birthday Leave

Inclusive parental leave

Health & wellness perks

Learning & development

Career pathways

Paid certifications

Recognition program

Employee discounts

EAP

Job summary

Tecala is seeking an IT Support Desk Team Leader to guide the L1/L2 Support Engineers in our Technical Operations Centre (TOC) and to act as the third-level escalation point for clients and internal teams.

You will coach the TOC team, manage performance, and partner with vendors to ensure service levels, with a focus on proactive up-skilling and automation to improve SLA delivery and CSAT.

Qualifications

• Must-have: 2+ years of experience leading a team, ideally in a Team Leader capacity.
• Recent experience inside an MSP or SI environment.
• Strong written and verbal communication skills.
• Sound understanding of the ITIL framework.
• Confident using Service Desk reporting metrics to manage performance, output and quality.
• A genuine customer focus, with a track record of delivering service improvements.
• Strong hands-on technical skills across MS Windows, Microsoft 365, VMware and networking.
• A thorough working knowledge of ITSM / ticketing tools.

Responsibilities

• Handle technical escalations from TOC engineers.
• Lead, coach and mentor your direct reports and the wider TOC team, setting expectations, running 1-on-1s and managing performance.
• Onboard new engineers and support their ongoing learning and development.
• Own team rostering, scheduling and leave, and drive engagement, retention and recognition.
• Drive process improvement and greater proactivity across the TOC's tools, monitoring and ways of working.
• Own major incident management end to end: coordinating response and comms, resolving within SLA, and running post-incident reviews.
• Record activity accurately in our ITSM platform, and pitch in on service delivery and presales when needed.

Skills

Team leadership

MSP/SI experience

ITIL

Service desk metrics

Customer focus

Windows/Microsoft 365/VMware/Networks

ITSM tools

Tools

ITSM tools

Job description

Tecala is seeking an IT Support Desk Team Leader to guide the L1/L2 Support Engineers in our Technical Operations Centre (TOC) and to act as the third-level escalation point for clients and internal teams.

You will coach the TOC team, manage performance, and partner with vendors to ensure service levels, with a focus on proactive up-skilling and automation to improve SLA delivery and CSAT.