• Be part of our collaborative team, striving to be the best at what we do
• Earn a great salary circa $85,000 - $105,000 PLUS super and great benefits!
• Lead an exceptional team your way, and take that next step in your career

Join FOIT Group in the heart of Sydney CBD, where we empower our clients to unleash possibilities and thrive with a strategic IT focus at the core of their business. As a leading managed IT service provider (MSP) since 2008, we excel in navigating and transforming businesses through innovative technology solutions. 

Our small but mighty team collaborates closely at every turn and we support our team members to make continuous improvements to our software and offerings, helping them to develop their own careers in the process.

We now have the exciting opportunity for a Service Desk Team Leader to join us full-time in Sydney. Join us to lead a team that delivers quality, outstanding customer service, and the right tech solutions for our clients' success.

The Opportunity

As our Service Desk Team Leader, you will Lead and support our six service desk team members to provide outstanding customer service and support. You will help ensure our processes are as optimised as possible and work alongside our founders to ensure client satisfaction while having some team fun along the way.

We provide several technical solutions, including full MSPs and Microsoft system solutions, and your team comprises a mix of level 1-3 technicians providing support. As Service Desk Team Leader, you will provide a vital conduit between management and the service desk team, as well as a key point of contact for customers requiring complex assistance.

We are a strong and collaborative team, that works together to provide a high level of customer care, and work to make our blue-sky thinking a reality, without the red tape. We make constant improvements to ensure we are always providing our clients with a truly best-of-breed technical solution while having fun along the way.

You will:

• Monitor team performance, ensuring accurate and timely ticket resolution
• Manage customer expectations, surpassing satisfaction levels
• Support team growth and career progression
• Mentor and Coach your team through navigating varying challenges
• Uphold SLA requirements with a focus on business interests
• Constantly upgrade internal processes and procedures 

About You

Excited to be part of an organisation where you can make your ideas a reality, you will be an experienced Service Desk Technician, looking to take the next step in your career. 

With a continuous improvement mindset, you will be excited to not only give suggestions for process improvements, but have the ability to action these yourself. You will have experience training and supporting junior team members, and will be passionate about mentoring and coaching Service Desk Technicians.

You will have:

• Experience as a level 2 or 3 Service Desk Technician
• A leadership mentality, putting the needs of your team first
• Interest and experience in developing junior team members
• High-level written and verbal communication skills
• Experience managing and delegating service tickets 
• Continuous improvement mindset
• Strong commitment and accountability to providing excellent customer service
• Hands-on person looking to support clients
• Relevant tertiary qualifications preferred

Salary & Benefits 

When you join us, you will receive a generous salary circa $85,000 - $105,000, negotiable depending on experience, plus super and great benefits.

Benefits include:

• Opportunities for growth into senior management at FOIT Group
• Great team culture with monthly Friday evening events
• Paid certifications and training opportunities relevant to the role 
• Christmas and EOFY events 
• Be part of a close-knit collaborative team

Ready to Apply?

If you’re a passionate and experienced Service Desk Technician ready to take on a leadership role and work with a great team, click Apply Now!