Helpdesk Team Lead: Customer-Focused IT Support Coach

RGIT Australia; Australia; On-site; AUD 90,000 - 120,000; Full time

Job summary

RGIT Australia in Hindmarsh, South Australia is seeking an experienced IT Team Lead to oversee the first level of IT support and manage a team of L1 technicians. You will coordinate requests, ensure SLA targets are met, and drive a high-performing culture across the service desk.

The role requires coaching, staff development, and strong leadership to deliver consistent customer outcomes and maintain service quality. This is a full-time permanent position located on-site in Adelaide.

Qualifications

• Previous MSP, Technical, or Service Desk related experience (essential).
• Proven ability to lead, coach and manage a team of L1 technicians.
• Strong understanding of ITIL processes and SLA management.
• Experience delivering training and developing staff.
• Strong communication and stakeholder management skills.

Responsibilities

• Lead and manage the first level of IT support, coordinating and prioritising requests to meet SLAs.
• Coach and develop L1 technicians, monitor performance and deliver learning sessions.
• Foster a high-performing, customer-centric team culture and drive continuous improvement.
• Triage tickets, assign work based on SLA and technical ability, and escalate where needed.
• Recruit, onboard, and mentor new staff to ensure team readiness and succession planning.

Skills

Team leadership

IT support

SLA management

Coaching

Customer service

Technical escalation

Training delivery

Education

Bachelor of Information Technology

Diploma in Information Technology

Certificate 3 in Information Technology

Tools

Access 4 / 3cx VoIP

Job description

RGIT Australia in Hindmarsh, South Australia is seeking an experienced IT Team Lead to oversee the first level of IT support and manage a team of L1 technicians. You will coordinate requests, ensure SLA targets are met, and drive a high-performing culture across the service desk.

The role requires coaching, staff development, and strong leadership to deliver consistent customer outcomes and maintain service quality. This is a full-time permanent position located on-site in Adelaide.