Team Leader - Infrastructure

2021 Kinetic IT•Perth, WA

5d•Hybrid

About The Position

Kinetic IT is seeking a Team Leader to manage a diverse team of 20 technical individuals specializing in areas such as Networks, Backup Storage, Linux, and Azure. This onsite role in East Perth involves supporting the Operations Manager and another Team Leader in daily team management, while also providing technical expertise for enhancements, projects, and business-as-usual activities.

Requirements

Proven track record in managing complex technical teams
Ability to work closely with the customer
Mentoring teams
Excellent communication and time management

Responsibilities

Monitor and allocate team workload, including calls, tickets, and customer tasks, to meet service levels.
Participate in meetings with customers to provide feedback to the team.
Support team capacity management and provide operational guidance.
Perform quality assurance reviews on completed work and provide coaching/support.
Act as an escalation point for customers, assisting with issue resolution and client satisfaction.
Contribute to people management activities.
Collaborate with other teams and leaders to ensure effective service delivery.
Ensure compliance with company, customer, safety, and security policies and standards.
Support operational resourcing and scheduling activities, including after-hours rosters, patching, and DR testing.
Assist with project resource planning and delivery to maintain operational and project balance.
Review change records and communications to ensure quality and stakeholder engagement.
Coordinate technical resources and customer communications during major incidents.
Support vendor engagement and escalation management.