Senior Service Desk Technician & Team Leader

Gold Coast | Cybersecurity-Focused MSP | Wide Tech Exposure | Leadership Role

• Lead and support in a hands-on senior MSP role
• Coordinate service desk operations, mentor others, and own service outcomes
• Cybersecurity-aligned MSP

About CSG

CSG is a boutique IT Managed Services Provider (MSP) delivering tailored, responsive technology solutions. We work closely with Australian businesses across a wide range of industries, offering end-to-end IT services underpinned by strong client relationships and a deep focus on cybersecurity.

About the Role

We’re now seeking a Senior Service Desk Technician & Team Leader to join the team in a technical and leadership position. You'll be both hands-on with client support and responsible for coordinating day-to-day service desk operations.

You'll work across technologies such as Microsoft 365, Azure, SharePoint, Windows Server, Intune, VMware, firewalls, Veeam, and more. As a senior team member, you’ll mentor junior staff, drive process improvements, and ensure service KPIs are met.

Your Key Responsibilities

Technical Delivery:

Deliver support across cloud, on-premise, and end-user environments in accordance with security standards and best practices.

Triage and resolve escalated issues from other engineers.

Execute onboarding/offboarding, system rollouts, infrastructure builds, and project tasks.

Document solutions, perform root cause analysis, and champion technical best practices.

Service Desk Coordination:

Oversee ticket hygiene, prioritisation, and service delivery metrics.

Ensure SLAs are met, and clients are informed and satisfied.

Co-ordinate the team’s workload and foster accountability.

Support improvements in internal tools, documentation, and delivery.

About You

You’re passionate about IT, proactive in your work, and focused on delivering great outcomes for clients. You thrive on ownership, take initiative, and understand the importance of security and reliability in managed services.

You will ideally have:

3+ years of MSP experience or equivalent in a technical support or engineering role.

A methodical approach to troubleshooting and documentation.

A solid understanding of cybersecurity principles and best practises, and Microsoft 365 and Azure, Windows Server, networking technologies.

Experience supporting the aforementioned technologies, as well as backup solutions, and a variety of client-dependent line of business applications.

Strong customer service and communication skills.

A valid driver’s licence and reliable transport (some on-site support required).

Australian Citizen or Permanent Resident status.

What We Offer

Flexible work-life balance with scheduled training time and time-in-lieu accrual.

Flexible leave for birthdays, family events, and regular sporting commitments.

Ongoing training and personal development support.

Opportunities to lead, influence, and improve how we work.

A role where your contributions matter and make a difference.