- Permanent Opportunity
- CBD fringe location
- Newly created role that you can make your own!
You lead a team of support staff and will act as a primary point of contact for customers, overseeing incoming support requests and ensuring issues are triaged, prioritised, and resolved efficiently. This is a visible role with responsibility for service quality, team performance, and customer experience.
Key Responsibilities
- Act as a primary customer contact, representing the organisation in all service interactions
- Manage and oversee the service desk function, including ticket triage, prioritisation, and dispatch
- Lead and support a team of IT technicians, fostering a collaborative and high-performance culture
- Serve as the senior technical escalation point for complex or unresolved issues as required
- Track and manage timesheets, billable work, and service delivery metrics
- Facilitate daily stand-ups and regular service review meetings
- Develop and maintain service and process documentation
- Collaborate closely with senior stakeholders to align service delivery with business objectives
- Provide on-site support where required
- Proven experience in a Service Delivery, Service Desk Lead, or similar role within a managed services environment
- Strong customer-facing communication skills and a professional, approachable manner
- The ability to remain calm, decisive, and organised in a fast-paced support environment
- Confidence leading and supporting technical teams
- High attention to detail, particularly around documentation and time management
- A proactive mindset with the ability to work autonomously and take ownership
- Hands-on experience with PSA and RMM tools (e.g. ConnectWise, Ninja, or similar)
- Strong exposure to Microsoft and Windows environments
- Experience acting as a technical escalation point
If this sounds like you, don't hesitate to reach out to Jack at jack.davies@pra.com.au for a confidential conversation!
