About Blackbird IT At Blackbird IT, we’re not your typical IT company. We’re a team of 45 people across Australia who care about doing great work and backing each other along the way. Technology is just the tool. What matters is helping people and organisations move forward with confidence. What makes us different – is how we work. No egos, no hierarchy for the sake of it. Everyone has a voice, and great ideas win. We value curiosity, ownership and people who genuinely want to keep learning and improving . Why join us? Because here you’ll do meaningful work , build real capability and be trusted to take ownership . You’ll be supported by a team that has your back, encouraged to grow , and part of a culture that actually lives its values day to day. Plus, we make sure to celebrate the wins and enjoy the ride along the way. The Role As one of our Service Desk Team Lead’s you will take ownership of service outcomes , build a high-performing team of engineers, and strengthen client trust . Day to day, 60% of your time is spent focusing on people empowerment and operational support to help get the best out of your people. Your pod is made up of Level 1 and Level 2 support; with an Account Manager managing all the client relationship and working in tandem with you as a Lead across any issues needing more hands on solutions. If you’re looking for just a ticket allocation role, where you’re still very much hands on the tech – then this role isn’t for you! What You’ll Be Doing Own SLA (90%) and CSAT (95%) performance across your client portfolio Run structured team rhythms (weekly meetings, daily huddles, 1:1s) to lift performance Intervene early when service risk appears Proactively manage escalations and complex client issues with clear ownership Manage complex escalations with professionalism Take end-to-end responsibility for service outcomes, not just ticket flow Identify service trends, eliminate rework and drive continuous improvement Manage engineering capacity and resourcing, balancing reactive and proactive work Align and reset client expectations to strengthen trust and long-term relationships You Should Have Proven experience leading technical professionals or a Service Desk A strong understanding of SLAs and managed services cadence Experience monitoring trends and identifying issues before they become problems Prior experience running performance management conversations with employees Translatable and adaptable management and communication style Commercial experience with ticket allocation and escalation management An understanding of how to build operational excellence within a Service Desk Previous MSP experience is a PLUS! What you’ll get Opportunities for career growth within a growing organisation with a great reputation Annual Wellness Day Off Employee Assistant Program Fully stocked bar fridge and regular BBQ Friday’s Free Access to Telehealth appointments for you and your family via Updoc Flexible work environment Free Onsite Parking Sound like the sort of role you could sink your teeth into? APPLY NOW!
