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Service Desk Team Leader
Satellite OfficeService Desk Team Leader leading hands-on Microsoft support for Satellite Office’s offshore teams serving global brands. Managing engineers, queues, SLAs, escalations and ITIL process improvement.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership in managing service desk operations, ensuring adherence to SLAs and KPIs while fostering team development through coaching and performance management. Proficient in Microsoft technologies and ITIL practices to enhance service delivery and customer satisfaction.
Highest-signal resume keywords
Team LeadershipMicrosoft 365 ExpertiseITIL Foundation CertificationService Desk ManagementCustomer Service Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Microsoft 365WindowsAzureEntraIntuneITIL PracticesTicket ManagementCapacity PlanningIncident ManagementProblem Management
Soft Skills
Excellent CommunicationInterpersonal SkillsOrganisational SkillsPrioritisation SkillsCoaching Mindset
Tools & Technologies
ConnectWiseAutotaskServiceNowRMM PlatformsITSM Tools
Certifications & Qualifications
ITIL Foundation CertificationMS-900AZ-900MD-102MS-102
Industry Keywords
Service DeskTechnical SupportMSP EnvironmentCustomer OnboardingPerformance Metrics
Tech Stack
Tools & technologiesAzureCyber SecurityITSMServiceNow
About the role
Key responsibilities & impact- Lead, coach and develop Level 1 and Level 2 service desk engineers
- Work tickets hands-on, resolving incidents and service requests alongside the team
- Manage ticket queues, triage, prioritisation and dispatch
- Ensure incidents and service requests meet SLAs, response targets and CSAT measures
- Escalate and resolve complex, aged or at-risk tickets
- Monitor, analyse and report service desk KPIs
- Manage rostering, capacity planning and after-hours or on-call coverage
- Conduct one-on-ones, performance reviews, coaching and knowledge-transfer sessions
- Improve service desk processes, runbooks and knowledge base using ITIL practices
- Maintain ticket hygiene, documentation and accurate time recording
- Support customer onboarding and transition of new services into operations
- Handle customer complaints and difficult conversations
- Contribute to recruitment, induction and mentoring
- Provide out-of-hours emergency support and leadership cover
- Build customer relationships and act as an escalation point
- Work with service delivery, account management, engineering, project and cyber security teams
- Engage third-party vendors and collaborate on tooling, automation and self-service improvements
Requirements
What you’ll need- Proven hands-on service desk or technical support experience in an MSP environment
- Team leadership, senior or escalation responsibility
- Strong hands-on Microsoft technical background across Microsoft 365, Windows, Azure, Entra, Intune and common business applications
- ITIL Foundation certification required
- Working understanding of ITIL incident, request, problem and change management
- Familiarity with ITSM or PSA tools such as ConnectWise, Autotask or ServiceNow
- Familiarity with RMM platforms
- Ability to manage SLAs, ticket queues and team performance metrics
- Experience with rostering, capacity planning and after-hours or on-call support
- Excellent communication, customer service and interpersonal skills
- Strong organisational, prioritisation and time management skills
- Relevant Microsoft certifications such as MS-900, AZ-900, MD-102 or MS-102 required or actively being pursued
- Higher-level Microsoft certifications advantageous
- Coaching mindset and desire to develop people
- Ability to work Australian Eastern Standard Time and shifting schedules
Benefits
Comp & perks- Ongoing professional development through mentoring and technical certification
- Support to improve skillset and progress career within Virtuelle Group
- Learning opportunities, mentoring, and support
- Team-building experiences and company-wide celebrations
- Wellness programs
- World-class office spaces
- Work with global brands and international clients