The Missing Link

IT Help Desk Team Leader

The Missing Link

full-time

Posted on:

Location Type: Hybrid

Location: Melbourne • Australia

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Job Level

Senior

Tech Stack

Cloud

About the role

  • Coach, mentor, and motivate a high-performing Service Desk team
  • Build trust, manage performance, and handle challenging conversations with confidence
  • Support hiring, onboarding, inductions, and ongoing development
  • Run performance reviews, probation check-ins, and training plans
  • Foster a positive, accountable, and collaborative team culture
  • Ensure workloads are balanced and resources are used effectively
  • Keep utilisation high while minimising non-billable admin time
  • Review leave, staffing levels, onsite work, and ticket volumes
  • Ensure timesheets, job notes, and processes are accurate and up to date
  • Make sure policies, procedures, and values are lived every day
  • Ensure SLAs are consistently met (and beaten)
  • Drive first-call resolution and excellent ticket hygiene
  • Maintain CSAT of **97%+**
  • Ensure Incident & Problem Management processes are followed
  • Prioritise managed clients and deliver predictable, high-quality outcomes
  • Act as the primary contact for key clients
  • Know their environments inside out and advocate for their needs
  • Collaborate closely with Account Managers
  • Communicate clearly, respond within 24 hours, and manage expectations
  • Provide Level 2 support when needed
  • Troubleshoot across on-prem, hybrid, and cloud environments
  • Work confidently with EUM, RMM, and ticketing systems
  • Support Autopilot troubleshooting, log collection, and Conditional Access
  • Help guide technical decisions and unblock the team

Requirements

  • 3+ years as a Service Desk Engineer (or similar)
  • 2+ years in a Service Experience Lead or leadership role
  • MSP and/or Cloud Services experience (highly desirable)
  • Strong technical foundations with a calm, logical troubleshooting approach
  • Proven people leadership skills — fair, firm, and empathetic
  • Proactive mindset — you seek work, improvements, and better ways of doing things
  • Microsoft or current industry certifications
Benefits
  • Supportive, collaborative and respectful environment
  • Company paid technical certifications
  • Competitive salary and bonus structure
  • Great environment with regular staff events
  • Free breakfast, soft drinks/juices and monthly lunches
  • Company culture that fosters learning and development through training and mentoring programs
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Service Desk EngineeringIncident ManagementProblem ManagementLevel 2 SupportTroubleshootingCloud ServicesMSPTicketing SystemsAutopilotConditional Access
Soft Skills
CoachingMentoringPerformance ManagementCommunicationCollaborationEmpathyProactive MindsetConflict ResolutionTeam BuildingAccountability
Certifications
Microsoft CertificationsIndustry Certifications