Helpdesk Technician Team Lead
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Summary
Leads the L1 helpdesk team at Comwire IT in Hindmarsh (Adelaide): coordinates and prioritises incoming client support requests to meet SLAs, and coaches, trains and tracks performance of first-level technicians. It is a service desk leadership role rather than hands-on engineering.
Purpose of Position To oversee and manage the first level of IT support provided by our L1 Helpdesk Technicians for our clients. The position is responsible for coordinating and prioritising incoming support requests to ensure they are acknowledged and resolved in a timely and efficient manner within SLA’s. As a key lead within the business, they are responsible for all performance metrics across their assigned L1 team including coaching, training, and the team’s performance. Living and influen…