About the role
IQTEC is seeking an experienced Team Lead to join our dynamic team. As Team Lead, you will be responsible for leading a high-performing team and ensuring all services are delivered effectively, efficiently, and in line with customer expectations and agreed service levels. This role acts as an escalation point of contact between the MSP and its clients, responsible for maintaining strong client relationships and ensuring consistent service quality.
What you'll be doing Client Engagement and Satisfaction
Evaluate and manage client needs to inform quarterly business reviews (QBRs). Manage client expectations, ensuring promises align with deliverable capabilities. Act as the primary escalation point for client concerns and issues. Oversee the preparation of accurate, transparent, and timely reporting for clients. Team Leadership and Performance
Conduct regular reviews with team members to assess performance and professional development needs. Mentor team members, leveraging their strengths and addressing growth areas to enhance overall performance. Manage the hiring, onboarding, and termination process for team members. Process and Technical Oversight
Continuously review and refine standard operating procedures (SOPs) to maintain high service quality. Ensure root cause analysis is conducted for incidents and remediation strategies implemented. Regularly evaluate RMM policies to ensure effective patching and monitoring. What we're looking for 3+ years of experience in team leadership, service delivery, IT operations, or a related role within an MSP or similar environment. Strong technical expertise and understanding of IT systems and processes. Experience Managing Client Accounts: Proven track record in handling multiple client relationships, ensuring satisfaction, and maintaining strong communication. Proven Experience with SLA Monitoring and Compliance: Managing SLAs, handling escalations, and proactively ensuring service quality. Excellent communication and interpersonal skills, with the ability to liaise effectively with stakeholders at all levels. Highly organised with the ability to prioritise and multitask effectively. Relevant tertiary qualification in Information Technology or a related field. What we offer
We are committed to providing a supportive and empowering work environment. We offer a competitive remuneration package, opportunities for professional development, and a range of employee benefits and well-being initiatives. If you're ready to take the next step in your career, we'd love to hear from you.
About us
IQTEC is a leading IT consulting firm specialising in delivering innovative solutions to clients across a range of industries. With a strong focus on excellence and customer service, we are dedicated to helping our clients achieve their business goals through the effective use of technology.
Apply now Your application will include the following questions:
Which of the following statements best describes your right to work in Australia? How many years of people management experience do you have? Do you have customer service experience? Do you have experience in a role which requires relationship management experience? What's your expected annual base salary? How much notice are you required to give your current employer? #J-18808-Ljbffr