Helpdesk Team Lead - Hybrid, Growth & Mentorship

A&Co Recruitment Partners; Adelaide; Hybride; AUD 75 000 - 110 000; Plein temps

Avantages offerts par ce poste

Hybrid flexibility

Career progression

Parking reimbursement

Team social events

Adelaide city-fringe location

Résumé du poste

A&Co Recruitment Partners in Adelaide is seeking a Helpdesk Team Lead to guide a team of L1 Helpdesk Technicians, drive service excellence, and help develop the next generation of IT professionals.

You will lead ticket allocation, escalations and SLA performance, conduct 1:1s and reviews, and act as a technical escalation point while building strong client relationships. The role offers hybrid flexibility, a supportive leadership team and clear career progression.

Qualifications

• Experience in MSP or Service Desk is essential.
• Previous team leadership, coaching or mentoring experience.
• Strong troubleshooting and technical problem-solving skills.
• Customer-focused with excellent communication skills.
• Able to balance people leadership with operational responsibilities.
• Current Driver's Licence required.

Responsabilités

• Lead, coach and mentor a team of L1 Helpdesk Technicians.
• Manage ticket allocation, escalations and SLA performance.
• Conduct 1:1s, performance reviews and team development activities.
• Act as a technical escalation point for the team.
• Drive continuous improvement across processes and documentation.
• Build strong client relationships and deliver exceptional customer service.
• Assist with recruitment, onboarding and staff development initiatives.

Connaissances

Team leadership

Customer focus

Troubleshooting

Communication skills

Service Desk experience

Driver's Licence

Description du poste

A&Co Recruitment Partners in Adelaide is seeking a Helpdesk Team Lead to guide a team of L1 Helpdesk Technicians, drive service excellence, and help develop the next generation of IT professionals.

You will lead ticket allocation, escalations and SLA performance, conduct 1:1s and reviews, and act as a technical escalation point while building strong client relationships. The role offers hybrid flexibility, a supportive leadership team and clear career progression.