IT Helpdesk Team Leader | MSP Environment |
Lead a High-Performing Service Desk
Sydney | Full-Time | No On-Call | 8:30am - 5:30pm

Are you a Senior Service Desk Analyst ready for your next step, or an experienced MSP Team Leader looking for more ownership and impact?

This is an opportunity to step into a key leadership role with a growing Managed Services Provider where you will lead a team of 6, improve service delivery, drive process improvements, and help shape the future of the managed services function.

About the Role
We are looking for someone with MSP experience, strong technical foundations, and the drive to take ownership of a service desk operation.
You won't just be managing tickets, you'll be responsible for improving how the team operates, lifting service quality, ensuring SLAs are met, mentoring your team, and becoming a trusted escalation point for clients and internal stakeholders.

This role is perfect for someone who:

• Is currently a Service Desk Team Leader, or
• Is a Senior L1/L2 Helpdesk Analyst ready to step into leadership

Why Join?

• Lead and influence a growing MSP environment
• No on-call requirements
• Monday to Friday, 8:30am - 5:30pm
• Opportunity to grow into broader leadership across Managed Services or Project Management
• Work with a team that values initiative, ownership and customer service

What You'll Be Doing

• Lead and mentor a team of 6 Service Desk Engineers (L1/L2)
• Drive a customer-first service culture
• Monitor SLAs, ticket quality, response times and team performance
• Take ownership of escalations and complex issues
• Improve processes, documentation and operational efficiency
• Identify opportunities to reduce recurring issues and improve client experience
• Get involved in client and internal projects
• Work closely with leadership to help grow the managed services function

What We're Looking For
We're not just looking for someone who can manage a queue, we need someone who takes ownership.

You will be someone who:

• Has previous MSP experience (essential)
• PR OR Citizen (essential)
• Has led a Service Desk team OR is ready to step up from a senior technical role
• Has excellent communication skills and can build strong client relationships
• Is proactive, independent and doesn't wait to be told what to do
• Naturally looks for ways to improve processes and service delivery
• Understands the importance of SLAs, quality and customer experience
• Has strong troubleshooting skills across Microsoft environments

Technical experience across:

• Microsoft 365
• Windows environments
• Active Directory
• Azure / cloud technologies
• Networking fundamentals
• Remote Monitoring & Management tools
• Desktop support and troubleshooting

Apply now for a confidential conversation