Service Desk Team Leader

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.

At New Era, you’ll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Driven by values like Community, Integrity, Agility, and Commitment, we nurture our people to deliver exceptional customer service.

If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work—together.

Do you have people management and technical skills? Join our growing team of IT superstars!

What is the role 

Mon-Fri, 38-hours per week onsite with hybrid options after probation.

The primary responsibility of this role is to provide technical leadership, supervision, and mentoring to an allocated service desk team, ensuring client satisfaction, service levels, and performance targets are met, and a high level of morale is maintained. The Service Desk Team Leader must demonstrate strong technical expertise, with the ability to understand and resolve technical issues and service desk tickets up to Level 2. This role acts as the main escalation point for the team, and where necessary, collaborating with Technical Team Leaders to ensure timely and effective resolution. Providing hands-on technical support for clients when required and fostering continuous improvement in technical skills and service delivery are also key aspects of this position.

Suitable for an experienced IT or Service Desk Engineer looking to move up into a Team Leader role.

Duties and responsibilities may include but not be limited to the following:

Team Leadership (Technical Focus)

• Provide leadership and support to the team in daily operations, with a strong emphasis on technical oversight.
• Demonstrate a deep understanding of technical issues and service desk tickets, ensuring the ability to resolve tickets up to Level 2.
• Act as the primary escalation point for technical issues that team members are unable to resolve, providing hands-on troubleshooting and guidance.
• Conduct technical reviews of urgent or highly complex tickets; where further escalation is required, work directly with Technical Team Leaders to ensure timely and effective handover.
• Offer ongoing technical guidance, feedback, and mentoring to team members, fostering continuous improvement in technical skills and service delivery.
• Identify technical training needs within the team and provide coaching or assist the Service Desk Manager with performance management processes as required.
• Coordinate the day-to-day activities of the team, ensuring effective allocation and prioritization of technical tasks and tickets.
• Encourage and drive continuous improvement in technical processes and knowledge sharing, in conjunction with the Service Desk Manager.
• Collaborate with the Service Desk Manager on recruitment, onboarding, and exit processes for technical team members, ensuring technical competencies are assessed and developed.
• Approve leave, ensure adequate technical resourcing, and manage leave balances for the team.
• Ensure consistent delivery of high-quality technical services by the team, maintaining a strong focus on technical accuracy and customer satisfaction.
• Understand and meet SLA requirements, ensuring timely escalation and resolution of technical issues as necessary.
• Maintain and improve operational procedures used by the team, ensuring they reflect current technical best practices.
• Ensure ticketing system is kept up to date in relation to both tickets and timesheets, with accurate technical documentation.
• Facilitate effective technical communication within the team and across the organization.
• Ensure staff carry out their duties in accordance with WHS policies and procedures.

Service Desk Support (when required)

• Answer inbound calls/emails promptly and log tickets with clear details (client, issue, priority).
• Provide polite, professional support - troubleshoot hardware/software issues, password resets, access requests.
• Meet strict SLAs for response time, resolution time targets.
• Document every action in tickets with step-by-step notes for audit trails.
• Follow up with clients to confirm resolution and update tickets before closing.
• Update knowledge base with new solutions to reduce repeat tickets.
• Maintain security compliance in all user access tasks.
• Attend training sessions to expand technical and soft skills.

Who we are looking for 

Successful candidate must possess:

• Service Desk or IT Engineer – At least 2 years in a technical support role supporting multiple clients.
• Ticket management and time management skills.
• Prior experience working to performance targets.
• Technical working knowledge with some or all of the following:
• General desktop and peripherals
• Office 365
• Signature Management
• IPv4 Networking
• AntiVirus
• Network Security
• RMM tools
• Microsoft Operating Systems (Linux also beneficial)
• PBX/VOIP
• Azure/AWS
• Team Leadership Experience (Desirable): Previous experience in a supervisory, coaching, or training capacity, with the ability to lead, develop, and support team members. 

What we offer

• A friendly team environment with a strong technical support network
• Broad range of options for training and developing your IT skills
• Opportunity to work with the IT industry's latest technologies
• Internal career growth for high performers and IT super-stars
• Cost price on products from our suppliers
• Lunches and snacks provided
• Comprehensive Employer Assistance Program
• Bonuses and incentives for upskilling
• Referral bonus

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