Service Desk Team Leader – Digital Workplace

This is a fully remote position, open to applicants in Australia.

📋 Description

• Lead, mentor, and cultivate the Digital Workplace team, encouraging a collaborative and high-performance culture.

• Conduct regular one-on-one meetings, performance evaluations, and development planning sessions.

• Enhance technical capabilities through coaching, knowledge sharing, and focused training initiatives.

• Assist with recruitment, onboarding, succession planning, and employee engagement efforts.

• Provide technical guidance by resolving complex issues and advocating for best practices.

• Build robust relationships with internal stakeholders and customers, taking responsibility for service outcomes.

• Manage the daily operations of the Digital Workplace service, including incident handling, requests, major incidents, problem management, and escalations.

• Monitor queue health, workload distribution, engineer utilization, and service performance to ensure compliance with SLAs and deliver high-quality customer results.

• Proactively identify risks, manage capacity, and promote operational stability through continuous service improvement.

• Own and enhance Digital Workplace services, including Microsoft 365, Identity & Access Management, Audio Visual & Collaboration, and File & Print Services.

• Propel service improvements through automation, self-service options, process standardization, and minimizing repeat incidents and escalations.

• Ensure that technical documentation, knowledge articles, and operating procedures are accurate, current, and fit for purpose.

• Perform quality reviews of tickets, customer communications, and technical standards, providing coaching to enhance service quality and first contact resolution.

⛳️ Requirements

• Over 5 years of experience supporting Microsoft Modern Workplace technologies.

• Previous leadership or senior technical experience in a Managed Services Provider environment.

• Strong administration experience with Microsoft 365.

• Experience in supporting Microsoft Entra ID.

• Solid understanding of Identity & Access Management principles.

• Experience with Teams and collaboration technologies.

• Knowledge of File & Print infrastructure.

• Experience supporting Microsoft Teams Rooms or enterprise AV settings.

• Excellent customer service skills.

• Strong communication abilities.

• Experience in managing ticket queues and SLAs.

• Proficient troubleshooting and problem-solving skills.

🏝️ Benefits

• Hybrid working model (for most roles) with designated team anchor days to enhance collaboration.

• Comprehensive training and development opportunities that foster continuous growth as part of your career path.

• Significant discounts and benefits to help you maximize your earnings.

• A selection of IT equipment to ensure your success, along with access to cost-priced technology for personal use.

• Enjoyable team events to celebrate achievements and foster connections with colleagues outside of work, contributing to our engaging culture.