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Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.Base pay rangeA$80,000.00/yr - A$80,000.00/yrAbout the CompanyA dynamic and client-focused organization committed to delivering exceptional IT support and solutions.Driven by a strong culture of teamwork, innovation, and adherence to core values.A trusted partner in the IT industry, known for fostering trust and long-term client relationships.About the RoleThe Service Experience Lead plays a pivotal role in ensuring the delivery of excellent Level 1 support.
You will lead by example, overseeing ticket management, escalation, and client processes.
As the first point of contact for the L1 team, your technical expertise and leadership will drive service excellence and team performance.Experience RequiredMinimum 3 years of professional work experience in the IT industry.At least 2 years of experience in an MSP or Cloud provider environment.Proficiency in:Microsoft 365, including user management, security, and email support.Networking, servers, VPNs, and desktop applications (Microsoft Suite).ITSM tools and Incident/Problem Management processes.PC hardware, network printers, and related devices.Role AccountabilitiesSupport Excellence:Ensure SLAs are met and ticket hygiene is maintained.Focus on first-call resolution and provide timely responses to client requests.Evenly distribute team workloads and assist in technical work.Ensure adherence to Incident and Problem Management processes.Leadership:Mentor, guide, and provide feedback to engineers.Foster trust and build positive relationships within the team.Assist in the hiring process and ensure team adherence to processes and procedures.BenefitsCompetitive salary package.Opportunities for professional growth and development.A supportive work environment that values collaboration and innovation.Work in a dynamic and technology-driven organization with a strong client focus.Seniority levelMid-Senior levelEmployment typeFull-timeJob functionInformation TechnologyIndustriesIT Services and IT Consulting
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