Team Leader (Wa)

We are looking for a kickass Perth TL to join our sister company Vizstone!

Vizstone's mission is to help their clients plan, build, support and manage their IT infrastructure and as Viz and STR grow we are looking for a confident, pasionate Team Leader to join us and help our team and clients!

We are looking for _experienced _Team Leader to join our team.

As the Service Delivery Team Leader, you are responsible for the leadership, support and management of a team providing exceptional Managed Services support (Service Desk and IT Operations) to Vizstone's clients.

You will also be responsible for building client relationships, hosting client and internal Service Delivery meetings and reporting on service performance.

In addition, you will help to define and implement best-in-class tools and procedures to support our growing IT systems and innovative technology demands.

It is fundamental for Starboard IT to scale & continue to offer exceptional customer experience.

• Your new role
• Monitor and oversee all tickets through to the resolution stage or where an escalation is required by developing strategies for improved service delivery
• Generating & reviewing Service Desk reporting to track trends and performance to KPIs / SLAs
• Delegate, setting priorities of tickets and project deadlines for the team
• Continue to create a scalable Service Desk model which focuses on working smarter not harder and leverages the incredible team and technology we have in place
• Client onboarding : work with new clients to obtain required information and ensure a smooth onboarding experience
• Managing MS Projects : requirement scoping, design, resourcing, execution
• Providing L3 support for the team and assisting with heavy workloads as required
• Incident management; managing MS priority client incidents through to resolution
• Account management of Managed Services clients; providing reports and hosting monthly meetings with clients discussing their services and future requirements
• Schedule and perform regular proactive client system reviews, upgrades, patching, vulnerabilities etc.
• Rostering and on-call support as required
• Perform regular scheduled performance reviews / appraisals with team providing constructive feedback on their performance
• Responsible for leading the Managed Services team and ensuring all Service Delivery Technicians are engaged with relevant tasks during work hours
• Manage goals within the team to be aligned with the company and CEO strategies and objectives
• Responsible for consistent performance of IT services against SLAs with a reliable, efficient, and effective service to clients
• Be the main point of contact for our clients for support, escalation, enhancements, and small projects
• Managing continuous improvement initiatives
• Informing management of any issues and risks
• Create an inspiring team environment with an open communication culture
• Perks & Benefits
• Competitive salary
• Training and development opportunities
• Work life balance (because we understand people have lives outside of work)
• Hybrid working arrangement (3 days in office, 2 from home)
• Work with open minded Snr Managers and at a company with support from both Viz and STR
• Regular social events : Quarterly events like escape room challenges etc. and fun team games with banter about our love of cooking, eating & craft beers
• Responsibilities & Duties
• Leading the Service Delivery team and ensuring all Service Delivery Technicians are engaged with relevant tasks during work hours
• Monitor and oversee tickets through to resolution or where an escalation is required, develop strategies for improved service delivery
• Overall responsibility for the delivery of our managed services contractual commitments
• Monitoring and managing client cloud infrastructure and services
• Activity Reporting through ConnectWise (Service Desk tickets logged and closed, closing out of tickets)
• Reducing the impact from technology incidents by focusing on tech resilience, automation, monitoring, end-user self-service and service desk efficiency and effectiveness.
• Responsible for monitoring and managing client cloud infrastructure and services
• Mentor, motivate and coach team members to achieving goals and development skills.
• Technical Experience, Skills & Requirements
• Minimum 5 Years' Experience in IT
• Proficient knowledge of common software technologies on-premise and cloud, Office 365, Azure AD, Azure cloud, Intune, Exchange, SharePoint and MS Teams
• Leadership experience supporting a Service Delivery team
• Relevant Tertiary qualifications (e.g. Bachelor's Degree in Information Technology)
• Experience using / configuring ConnectWise Manage and Automate (strongly desirable)
• ITIL V3 or 4 certification (desirable)
• Soft skills & requirements
• You are a smart, collaborative person who is passionate about solving client problems with technology and are driven to get things done