Experienced Service Desk Team Leader

***MSP Experience + Strong Technical background is Mandatory for this position***

Are you an experienced and passionate Service Desk leader eager to take your career to new heights? We invite you to join our esteemed team at Helpdesk Computers, a leading Managed Service Provider dedicated to empowering businesses across Australia with top-notch technology solutions. We take immense pride in our innovative solutions, unparalleled customer service, and a collaborative work environment that fosters professional growth and creativity.

At Helpdesk Computers, you will have the privilege of working alongside a diverse group of seasoned professionals who share your fervor for technology. As an integral part of our team, your primary responsibility will be to provide leadership and expert technical support, address intricate issues, and maintain our state-of-the-art IT infrastructure. We offer a competitive salary package, comprehensive benefits, and abundant opportunities for professional development, ensuring that you have the resources and support to excel in your career.

This role combines service excellence, team leadership, and operational oversight of the Service Desk. If you are a self-motivated, proactive problem solver with a strong customer-centric approach and a proven track record in a similar role, Helpdesk Computers is the ideal destination for your expertise. Do not miss this exceptional opportunity to contribute your experience and shape the future of technology with us. Apply now!

Skills:

Proven hands-on experience supporting and leading Level 1 and Level 2 IT Service Desk / Field Engineers.

Outstanding communication (verbal & written) and stakeholder management skills, with the ability to build trust and influence outcomes.

Exceptional problem-solving and analytical skills

A deep commitment and passion to customer service excellence

Mastery of time management and multitasking

Proven experience in troubleshooting and technical support

Technical Skills:

Management of computers & mobile devices

Familiarity with diverse operating systems (e.g., Windows, macOS)

Expertise with Microsoft 365 including managing users, emails, Teams, OneDrive & SharePoint

Knowledge of Intune/Autopilot

Endpoint security experience (Defender, Sophos, Datto AV)

Understanding of MFA & Conductional Access.

Technical Skills (Advantage)

Expertise in network administration and maintenance

Proficiency in various programming languages (e.g., PHP, Java, C++)

Knowledge of virtualization technologies (e.g., VMware, Hyper-V)

Qualifications/Experience:

A Bachelor's degree in Computer Science, Information Technology, or a related field is advantageous

Industry-recognised certifications such as Microsoft, CompTIA A+, Network+ and/or Security+x

A minimum of 5+years of hands-on, relevant IT experience

Previous experience in a Level 2 & 3 support role is essential

As travel to client sites is required, you need to have a current Drivers' License. Access to company cars is available.

Reporting to the Head of Operations & Delivery, you’ll be responsible for delivering top-tier service delivery to our clients. This critical role offers the opportunity to shape service excellence to our clients, lead a high performing team to thrive, ensure SLA’s are met and deliver continues improvement.

Responsibilities:

Leading, mentoring, and motivating a team of 5+ Service Desk / Field Engineers.

Manage ticket flow and resource scheduling with efficiency while being a go-to technical escalation point for your team

Foster a positive, collaborative, and high-performing team culture

Deliver expert technical support to end-users. Solid knowledge of technical infrastructure such as computers & devices, operating systems and applications, Office 365, identity management, teams, teams phone & security.

Document procedures and maintain a comprehensive IT asset inventory

Collaborate seamlessly with team members and cross-functional departments to resolve issues promptly. Act as the Incident Manager during critical incidents.

Stay up-to-date with the latest IT trends and adhere to best practices in the field

Participate in a 24/7 on-call roster and provide support during non-standard hours.

Ideal Candidate Characteristics:

Leadership style that inspires and encourages your team to perform

Self-driven and proactive with a history of delivering results

Meticulous attention to detail and a commitment to thoroughness

An effective team player and a capable independent worker

Flexible and adaptable, thriving in dynamic environments

Demonstrated empathy and a dedication to customer-centric solutions

Reliable & dependable, take ownership of anything that comes your way.

A commitment to ongoing learning and continuous professional development

A proven history of success in similar roles within the field

Strong experience with the Autotask platform (including other Keseya products) will be considered Advantageous