Service Desk Team Leader - Remote

Overview

Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 4,500 professionals, we’re committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale.

In Short

• Lead and support a service desk team.
• Allocate tickets and ensure client satisfaction.
• Provide hands-on technical support when required.
• Mentor and guide team members.
• Meet service level agreements (SLAs).
• Maintain operational procedures and documentation.
• Promote continuous improvement.
• Coordinate team activities and resourcing.
• Ensure compliance with WHS policies.
• Participate in recruitment and onboarding processes.

Requirements

• 1+ years of team leadership experience.
• Excellent communication skills.
• Proficiency in service desk operations.
• Experience in performance management.
• Good troubleshooting skills.
• Previous experience in a service desk or call center.
• Understanding of ITIL processes.
• Advanced technical skills (Server, PowerShell, Firewall).

Benefits

• Friendly team environment.
• Training and development opportunities.
• Work with the latest technologies.
• Internal career growth opportunities.
• Cost price on products from suppliers.
• Provided lunches and snacks.
• Comprehensive Employer Assistance Program.
• Bonuses for upskilling.
• Referral bonus.