Helpdesk Team Leader
a&co Recruitment Partners Pty Ltd
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Benefits offered by this job
Job summary
Adelaide-based opportunity to lead a growing IT helpdesk team. You will coach L1 technicians, coordinate tickets, manage escalations and SLAs, and serve as a technical escalation point while shaping service delivery.
You will partner with leadership to drive process improvements, recruitment, onboarding, and staff development, while maintaining a strong customer focus and high-quality support in a hybrid work environment.
Qualifications
- MSP or Service Desk experience 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.
Responsibilities
- 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
Skills
Job description
Lead. Mentor. Make an impact.
Join a growing Client where you'll lead a team of Helpdesk Technicians, drive service excellence, and help develop the next generation of IT professionals.
- 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
- MSP or Service Desk experience 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
- Salary negotiable
- Hybrid flexibility
- Supportive leadership team and exceptional culture
- Clear career progression opportunities
- Parking reimbursement and access to pool vehicles
- EAP, fresh fruit, quality coffee and stocked kitchen
- Regular team social events
- Adelaide city-fringe location
If you're an experienced Service Desk professional looking to combine technical expertise with leadership development, we'd love to hear from you.
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