Hybrid Help Desk Team Lead — Elevate L1 Support

Searchability®; Adelaide; Hybrid; AUD 57.000 - 95.000; Vollzeit

Zusammenfassung

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.

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

MSP environment

IT Service Desk

Technical leadership

Coaching

SLA management

Ticket prioritisation

Stakeholder management

Mentoring

KPIs monitoring

Documentation

Jobbeschreibung

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.