Due to internal promotion we’re seeking a hands-on Service Desk Team Leader to lead and mentor our Service Desk team while remaining actively involved in day-to-day technical support. This role is ideal for a strong people leader with solid technical skills and MSP experience.

Why Join Us?

• $95,000 – $110,000 + super (depending on experience)
• Certifications, and career development
• Work with leading-edge tools and modern technologies
• Supportive, collaborative team environment
• Fast-paced role with real impact

Key Responsibilities

• Lead, coach, and develop a high-performing Service Desk team
• Manage ticket queues, SLAs, KPIs, and service quality
• Act as an escalation point for complex technical issues
• Run daily stand-ups, regular 1:1s, and team meetings
• Maintain and improve service desk documentation and processes
• Monitor, analyse, and report on performance metrics
• Provide hands-on technical support when required

Skills & Experience

• Proven experience leading or mentoring a Service Desk team
• Previous MSP experience (highly desirable)
• Strong customer service and communication skills
• Solid hands-on experience with:
  • Microsoft 365
  • Endpoint security and protection (EDR, Backup and Policy)
  • Virtualisation platforms (HyperV)

Requirements

• Australian Citizen, Permanent Resident
• 5 days per week  availability
• Valid Australian driver’s license
• Police Check required as part of the hiring process