Helpdesk Team Lead — Lead & Optimize IT Support

Rashi Joshi; Adelaide; On-site; AUD 90,000 - 120,000; Full time

Job summary

Adelaide MSP, a leading National Managed Service Provider based in Adelaide's Inner North-West, is seeking a Helpdesk Team Leader for a permanent role commencing ASAP. You will lead a 10-person helpdesk, coordinate with clients, and drive service excellence in a fast-paced environment.

You will mentor staff, streamline procedures, and ensure SLAs are met while delivering proactive support. A solid IT background with AD/Exchange/Office 365 and relevant certifications will help you succeed.

Qualifications

• Experience leading a helpdesk team of at least 10 technicians.
• Strong knowledge of Windows OS, AD, Exchange, Intune, and network troubleshooting.
• IT tertiary education and relevant certifications are beneficial.

Responsibilities

• Leadership and management of 10x Helpdesk Technicians.
• Performing account administration within Active Directory, Exchange and bespoke applications.
• Ensuring technical issues are resolved within SLAs in a calm and polite manner.
• Developing procedures and processes for the Helpdesk.
• Managing staff productivity and performance.
• Training, coaching and developing the team.
• Ensuring overall client satisfaction SLAs are met.
• Assisting with escalated complex technical support requirements.

Skills

Team leadership

Stakeholder communication

Process development

Customer service

Education

Bachelor's degree in Information Technology or related field

Tools

Active Directory

Office 365

Exchange

Intune

Windows Server

VMware

Fortinet

Cisco

Job description

Adelaide MSP, a leading National Managed Service Provider based in Adelaide's Inner North-West, is seeking a Helpdesk Team Leader for a permanent role commencing ASAP. You will lead a 10-person helpdesk, coordinate with clients, and drive service excellence in a fast-paced environment.

You will mentor staff, streamline procedures, and ensure SLAs are met while delivering proactive support. A solid IT background with AD/Exchange/Office 365 and relevant certifications will help you succeed.