Technical Team Leader

Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 3,000 professionals, we're committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale.

At New Era, you'll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Guided by our core attributes — putting people first, embracing continuous learning, and thriving through collaboration and inclusion — we nurture our people to deliver exceptional customer service.

If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work—together

What is the role

Monday to Friday, 38 hours per week, based in our Newcastle office with onsite work and occasional travel to other office locations.

Aside from providing leadership to the technical team, the Technical Team Leader ensures that client satisfaction, service levels and performance targets are met, while optimizing resources and maintaining high morale. The role also includes acting as a technical escalation point and delivering hands-on client support

Other key responsibilities include but may not be limited to following:

• Lead and support the team; act as an escalation point

• Manage daily operations, scheduling, and rostering

• Allocate resources based on priorities and capacity

• Coach, mentor, and drive team performance

• Support training, performance management, and hiring processes

• Oversee leave approvals and ensure team coverage

• Maintain service quality, SLAs, and updated procedures

• Communicate with stakeholders and collaborate on solutions

• Ensure accurate tracking in ConnectWise

• Support service delivery, projects, and technical tasks

• Deliver excellent client service and build relationships

• Promote clear team communication

• Ensure compliance with WHS policies

• Perform other related duties as needed

Who we are looking for

Successful candidate must possess:

• At least five years' experience in a similar role

• Must have strong technical expertise and networking experience (LAN)

• Relevant vendor certifications (e.g., Microsoft, Cisco, VMware)

• Knowledge of Windows Server, AD, DNS, O365, Exchange, virtualization

• SAN/NAS experience (desirable)

• Experience meeting performance targets; management experience a plus

• Strong leadership, communication, and interpersonal skills

• Client-focused with a professional approach

• Able to multitask, prioritize, and solve problems effectively

• Proactive, self-motivated, and willing to share knowledge

• Committed to quality, innovation, and continuous improvement

What we offer

• A friendly team environment with a strong technical support network

• Broad range of options for training and developing your IT skills

• Opportunity to work with the IT industry's latest technologies

• Internal career growth for high performers and IT super-stars

• Cost price on products from our suppliers

• Lunches and snacks provided

• Comprehensive Employer Assistance Program

• Gym membership

• Referral bonus

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