Team Lead Support Analyst- Centrered IT

Lyra Technology Group is a private equity-backed holding company that invests in and operates industry leading technology service businesses. Our companies are operated independently by exceptional management teams. Companies that join our group retain the employees, name, and culture that have made them successful. As a platform of Evergreen Services Group, we never divest from businesses we partner with and approach every decision with the goal of driving sustainable and healthy growth over the long term.  

About The Position

One of our operating companies, Centrered IT, is looking for a Team Lead Support Analyst in Brisbane.

This is a client-facing leadership role where you will be the primary point of contact for service escalations, providing technical guidance to Support Analysts and helping clients get the most from their IT environment.

You will be working full-time on-site with one of Centrered’s largest clients, while working closely with the IT team and key client stakeholders.

As a senior member of the Managed Services team, you will provide leadership, mentoring and escalation support to analysts while maintaining strong relationships with clients.

 Responsibilities:

• Provide technical leadership, guidance and mentoring to Support Analysts, including pod leadership where required.
• Act as a key escalation point for complex client issues.
• Lead and mentor Incident, Problem and Change Management processes.
• Analyse technical issues and perform root cause analysis.
• Support the design, planning and enhancement of ICT network architectures.
• Install and configure routers, firewalls, switches, cabling and other network devices.
• Maintain core server architecture, including patching, updates, servicing and planned upgrades.
• Maintain and manage Microsoft 365 environments and backup solutions.
• Support cyber security initiatives and promote a “security first” approach.
• Undertake capacity planning and reporting on core systems.
• Drive the effective use of existing and emerging technologies to achieve business outcomes.
• Provide telephone, face-to-face and remote support, including site visits where required.
• Maintain accurate technical and customer-facing documentation.
• Build and maintain strong client relationships through consistent, professional and responsive service.
• Promote collaboration and teamwork across the Managed Services team and wider business.

Skills required

•  5-10 years’ experience in an IT support or managed services environment.
• Previous experience leading, mentoring or managing an IT support team.
• Strong experience handling technical escalations from support team members.
• Solid computer and IT skills.
• Experience working in a Managed Service Provider (MSP) environment is highly desirable.
• Strong understanding of Microsoft 365 environments.
• Experience with Windows 10/11, Windows Server and Active Directory/Azure Active Directory.
• Experience with networking technologies, including routers, switches and firewalls.
• Strong problem-solving and root cause analysis skills.
• Excellent communication and client relationship skills.
• Ability to work collaboratively while taking ownership of escalated issues.
• Ability to travel or attend client sites as required.
• Relevant IT certifications or a willingness to undertake certification training.

Benefits

• Dedicated professional development time
• Brisbane-based, client-site position.
• Certification training every week to support your professional development.
•  1-2 days WFH per week after probation.
• Career progression opportunities within Centrered IT.
• The opportunity to work closely with one of our largest clients and key stakeholders.