About KMTech

At KMTech, we’re not just another MSP – we’re changing the game by being the human face of tech. We're curious, united, and driven by excellence. Our team challenges the norm, supports one another, and thrives in a high-performance environment where your career will quite literally take off.

As a leader in innovative technology solutions, we deliver outstanding service and foster a workplace where growth, collaboration, and wellness are core to who we are.

What We Offer

A collaborative and supportive culture – no egos, just teamwork

A real hybrid work policy – we value balance (4 days in office)

A wellness-first approach – including an onsite wellness room + EAP

Paid training and certifications – including support for ITIL and Microsoft pathways

Regular events – EOFY party, Christmas party & annual team-building day

Fresh fruit, biscuits, tea, coffee… and yes, free on-street parking

Clear pathways for professional development and advancement

The Role

We’re on the lookout for a hands-on, inspiring Service Desk Team Leader to join our united and accountable service team.
Reporting to the Service Desk Manager, you’ll play a critical role in ensuring top-tier service delivery, supporting your team to thrive, and driving continuous improvement across our operations.

You’ll foster a high-performing, client-focused team by mentoring and empowering technicians across L1–L3, ensuring exceptional customer experiences every time.

What You’ll Be Doing

Lead, manage, and mentor your team to deliver outstanding customer satisfaction

Monitor team performance against SLAs, KPIs, and escalation metrics

Manage ticket flow, escalations, and resource scheduling efficiently

Provide hands-on technical guidance and act as the escalation point for L2 and L3 issues

Analyse ticket data and trends to identify improvement opportunities

Refine and document processes, workflows, and service standards

Build strong relationships with clients, Account Managers, and internal teams

Conduct regular 1:1s, set KPIs, and create development plans for team members

Report on service desk performance and ensure compliance with KMTech policies

What You’ll Bring

Proven success in leading and mentoring a high-performing technical team (MSP experience preferred)

Minimum Level 2 technical knowledge across MS365, Azure, networking, and cloud technologies

Exceptional communication, problem-solving, and relationship-building skills

Strong time management and organisational skills

Experience driving continuous improvement and maintaining service excellence

ITIL Foundation certification (or ability to complete within 6 months)

Desirable: Microsoft Associate/Expert certifications, AWS certifications, PMP (optional)

A passion for collaboration, accountability, and customer success

Additional Requirements

As part of the recruitment process, the successful candidate will be required to undergo:

A Police Check

An NDIS Worker Screening Check

A Working with Children Check

Ready to Change the Game?

If you're a passionate leader who thrives on team success, client satisfaction, and continuous improvement we want to hear from you.

Join KMTech and help redefine what exceptional IT service looks like.