Help Desk Team Lead

Searchability®; Adelaide; Hybride; AUD 57 000 - 95 000; Plein temps

Résumé du poste

Searchability is seeking an L1 Helpdesk Team Leader in Adelaide, SA, to take ownership of a high-performing frontline IT support team. You will lead, mentor and develop technicians while ensuring high-quality service delivery and adherence to SLAs.

This role offers hybrid working, a clear path to leadership growth, and the chance to drive process improvements, coaching, and KPI-driven performance with a customer-focused culture.

Qualifications

• Experience leading a technical support team in MSP/IT service environments.
• Minimum 1 year of leadership or coaching experience.
• 3+ years in technical support or client-facing roles.
• Strong incident management and SLA focus.
• Proactive in process improvement and documentation.

Responsabilités

• Lead day-to-day operations of the L1 Helpdesk team.
• Oversee ticket allocation, prioritisation and SLA adherence.
• Serve as escalation point for complex technical issues.
• Coach and mentor technicians; conduct regular one-to-ones.
• Monitor KPIs, improve processes and ensure quality customer service.

Connaissances

MSP environment

IT Service Desk

Technical leadership

Coaching

SLA management

Ticket prioritisation

Stakeholder management

Mentoring

KPIs monitoring

Documentation

Description du poste

Adelaide, South Australia | IT Managed Services | Leadership Opportunity

• Salary up to $95K+super - Hybrid Working
• Take ownership of a high-performing L1 Service Desk team within a growing IT services business.
• Lead, mentor and develop technical talent while driving exceptional customer service and operational excellence.
• Play a key role in improving service delivery, team performance and internal processes.

WHO ARE WE?

We're partnering with an established and growing IT services provider that delivers reliable, innovative technology solutions to businesses across Australia. With a strong focus on customer experience, technical excellence and building long-term client relationships, the business prides itself on its collaborative culture and commitment to developing its people. As the business continues to grow, they're looking for an experienced L1 Helpdesk Team Leader to take ownership of their frontline support function, develop a high-performing team and ensure customers receive the highest standard of technical support.

WHAT WILL YOU BE DOING?

As the L1 Helpdesk Team Leader, you'll be responsible for the day-to-day leadership, performance and development of a team of Level 1 IT Support Technicians. You'll oversee incoming support requests, manage ticket allocation and prioritisation, and ensure incidents are resolved efficiently within agreed SLAs. This is a hands-on leadership opportunity where you'll act as a technical escalation point, support your team with troubleshooting and problem-solving, and drive a culture of accountability, collaboration and continuous improvement. You'll play a key role in coaching and mentoring technicians, conducting regular one-to-ones, identifying training opportunities and supporting professional development. Working closely with the Service Delivery Leader, you'll monitor KPIs, improve internal processes, maintain technical documentation and ensure the team consistently delivers an exceptional customer experience.

WHAT YOU NEED TO HAVE...

• Previous experience working within an MSP, IT Service Desk or technical support environment.
• At least 1 year of experience leading, coaching or managing a technical support team.
• 3+ years of experience in technical support, IT services or client-facing technical environments.
• Strong understanding of IT troubleshooting, incident management, ticket prioritisation and SLA management.
• Proven ability to mentor, develop and motivate technical teams.
• Experience monitoring service desk KPIs, ticket quality and customer satisfaction.
• Strong communication skills with the confidence to manage stakeholders and act as a technical escalation point.
• A proactive approach to process improvement, documentation and service delivery.