The role As the Senior Engineer Team Lead at Spirit, you will be playing a pivotal role in providing client support and coordinating your team while improving the quality, efficiency, and success of us as a whole. We are seeking an individual with a unique blend of common sense, personable demeanour, technical know-how and the versatility to work seamlessly as a leader of a team. Your role goes beyond a conventional service desk team lead; you’ll be entrusted with managing complex support requirements, communicating with stakeholders, and ensuring timely updates and resolutions. Collaborating closely with internal technical stakeholders, you will ensure that our managed services not only meet but exceed client expectations, contributing to the ongoing improvement and investment in our services. This role can be based in Melbourne, Sydney or Gold Coast, Key responsibilities Ensure a consistently high level of support for Spirit clients. Lead and support a Level 3 & NOC team of 5 team members. Manage the day-to-day operations of your team, ensuring that all items are handled in a timely and efficient manner. Manage client initiated and proactive monitoring tickets, ensuring compliance with offered SLAs. Develop, manage and maintain service desk procedures and standards to ensure consistent service delivery. Monitor service desk performance metrics and identify areas for improvement Ensure that service level agreements are met and that customer satisfaction is maintained Manage the service desk team's workload and schedule to ensure adequate coverage Mentor, and provide technical support and guidance to the service desk team as needed Develop and maintain strong relationships with key clients. Act as an escalation point for communication to clients regarding support enquiries and potential financial matters. Managing resourcing and staffing of the service desk, ensuring appropriate qualifications Support transition of projects to the service desk team, engaging appropriate resources to staff subsequent engagement phases and technical support. Managing risk and impact of customer change requests and identifying service implications. Comfortable working in a 24x7 service environment that will require out of hours support at times. Mentor and train team members to a Spirit Standard Develop, manage and maintain support processes, procedures and documentation. Ability to make sound decisions and judgement whilst dealing with external stakeholders in high pressure situations Essential Skills and Experience 5 years of experience in a service desk management role in a medium or enterprise environment Experience with virtualisation (VMWare, Citrix, Hyper-V) Experience with Backup and Storage solutions (Veeam, StorageCraft) Experience supporting M365 and Cloud computing and maintaining industry best practices 3-5 Years in a role, managing both LAN and WAN environments. 3-5 Years working with Windows and Linux Server Operating systems. Experience with designing, implementing, and managing data centre networks. Strong understanding of network protocols and standards, including IPv4, IPv6, BGP, OSPF, VRF and MPLS Familiarity with data center infrastructure, including servers, storage, and virtualization technologies. Experience with industry leading networking infrastructure (Meraki, Fortinet, Sophos, Juniper, Cisco, Watchguard, Mikrotik, Aruba, Rukus) Ability to make informed decisions and exercise sound judgement when managing internal and external stakeholders, especially in high-pressure situations. Proficiency in maintaining clear and effective communication with both internal and external stakeholders, ensuring transparency and alignment throughout incident resolution processes. Industry Qualifications Cisco CCIE or CCNP (Security or Enterprise) Cisco Meraki Blackbelt Microsoft AZ-900 Microsoft AZ-104 Microsoft AZ-700 Microsoft AZ-500 CompTIA Network Fortinet Certification NSE (highly regarded) Veeam Certified Engineer (VMCE) Microsoft AZ-140 (highly regarded) Aruba Certification (highly regarded) ITIL Certification (highly regarded) Does this sound like you? We welcome you to apply with both your CV and a specific Cover Letter. Spirit offers a supportive environment where we support you to learn, grow and succeed