About Emerging IT

At Emerging IT, we fuel success through meaningful change and problem-solving. Our values—Collaboration, Life-long Learning, Human-centred Thinking, and Transformation—guide how we work together to deliver outstanding IT support and service. Join a company that empowers specialists and leaders alike to pursue greatness.

About the Role

We are seeking a dedicated Service Desk Team Leader to lead the day-to-day operations of our Service Desk team. You will drive high-quality technical support delivery aligned with Emerging IT’s standards, mentor and develop your team, and promote continuous service improvement through smart leadership and technology.

You’ll play a key role in managing resources, monitoring performance, and ensuring client satisfaction. This position requires a hands-on leader comfortable with both people management and operational excellence.

Key Responsibilities

Lead and support the Service Desk team across Levels 1, 2, and 3 technical support

Manage team resources to meet and exceed SLA and KPI targets (e.g., 95% ticket response and resolution SLA compliance)

Own escalation processes for major incidents and ensure adherence to policies

Analyse ticket data to identify trends and drive process improvements

Ensure thorough onboarding and ongoing training for all technical support staff

Conduct regular performance reviews and manage team metrics

Foster a positive team culture focused on collaboration, growth, and customer satisfaction

Drive CSAT initiatives to consistently achieve or exceed client expectations (target 95% CSAT)

Oversee timesheet reviews and billing accuracy

Facilitate daily and weekly team meetings, resolving issues promptly

What We’re Looking For

Minimum 5 years’ IT support experience, with at least 2 years in a leadership or supervisory role

Proven success managing a fast-paced Service Desk or Technical Support team

Strong knowledge of ITIL practices, incident management, and SLA/KPI tracking

Hands-on experience with ticketing systems like ConnectWise, ServiceNow, or Zendesk

Skilled in mentoring and developing technical staff across multiple levels

Experience leading customer satisfaction improvements and managing performance reviews

Familiarity with process improvement and change management

Soft Skills

Excellent interpersonal and communication skills

Strong conflict resolution and team motivation abilities

Analytical mindset with data-driven decision-making

Certifications

Essential:

ITIL Foundation Certification

Desirable:

CompTIA A+, Network+, Security+

HDI Support Centre Team Lead

Leadership or Management Training (e.g., Cert IV in Leadership & Management)

Ready to Lead a High-Performing Team?

If you’re passionate about empowering teams and delivering exceptional IT support, apply now to join Emerging IT’s dynamic Technical Support business unit.