IT Help Desk Team Leader

The Missing Link; North Sydney Council; On-site; AUD 110,000 - 140,000; Full time

Benefits offered by this job

Company paid certifications

Competitive salary + bonus structure

Regular staff events

Job summary

The Missing Link is seeking an IT Help Desk Team Leader to mentor a fast-paced Service Desk in Sydney. You will own team performance, coach staff, and work hands-on to resolve incidents while delivering outstanding client experiences.

You will balance leadership with strong technical skills, ensuring SLAs are met, CSAT remains high, and processes are followed across on-prem, hybrid and cloud environments.

Qualifications

• 3+ years as a Service Desk Engineer or equivalent.
• 2+ years in a Service Experience Lead or leadership role.
• MSP and/or Cloud Services experience.
• Strong technical foundations with a calm, logical troubleshooting approach.
• Proven people leadership skills - fair, firm, and empathetic.
• Microsoft or current industry certifications.

Responsibilities

• Lead, mentor and motivate a high-performing Service Desk team.
• Balance workloads, manage resources and optimise utilisation.
• Drive first-call resolution, ticket hygiene and meet SLAs.
• Act as primary client contact and advocate for client needs.
• Provide Level 2 support across on-prem, hybrid and cloud environments.

Skills

People leadership

Troubleshooting

Proactive mindset

MSP experience

Certifications

Tools

EUM

RMM

Ticketing systems

Job description

Lead the desk. Elevate the team. Champion the client.

Are you a natural leader who thrives in fast-paced environments, loves mentoring people, and enjoys being hands-on technically? We're looking for an IT Help Desk Team Leader to take ownership of our Sydney Service Desk - driving performance, delivering exceptional client experiences, and building a team people love being part of.

This is a leadership role with real impact. You'll balance people leadership, operational excellence, and technical expertise while being the go-to champion for both your team and key clients.

About Us

We're The Missing Link - one of Australia's most awarded IT providers, now backed by global powerhouse Infosys. For over 28 years, we've helped businesses succeed with cutting-edge Cyber Security, IT & Cloud, and Automation solutions. With 200+ team members and a culture built on inclusion, innovation, and impact, we offer a workplace where you're valued, challenged, and supported to grow.

We are THE MISSING LINK between where you are and where you want to be.

We are currently seeking an IT Help Desk Team Leader to join our team. In this role, you will play a crucial part in delivering exceptional support to our clients and ensuring their satisfaction. As part of our Help Desk Support Team, you will provide technical assistance, resolve incidents, and contribute to maintaining our high standards of service.

Working in a fast-paced environment across our diverse range of clients, you will:

Lead & Inspire

• Coach, mentor, and motivate a high-performing Service Desk team
• Build trust, manage performance, and handle challenging conversations with confidence
• Support hiring, onboarding, inductions, and ongoing development
• Run performance reviews, probation check-ins, and training plans
• Foster a positive, accountable, and collaborative team culture

Own the Operations

• Ensure workloads are balanced and resources are used effectively
• Keep utilisation high while minimising non-billable admin time
• Review leave, staffing levels, onsite work, and ticket volumes
• Ensure timesheets, job notes, and processes are accurate and up to date
• Make sure policies, procedures, and values are lived every day

Deliver Outstanding Service

• Ensure SLAs are consistently met (and beaten)
• Drive first-call resolution and excellent ticket hygiene
• Maintain CSAT of 97%+
• Ensure Incident & Problem Management processes are followed
• Prioritise managed clients and deliver predictable, high-quality outcomes

Be a Client Champion

• Act as the primary contact for key clients
• Know their environments inside out and advocate for their needs
• Collaborate closely with Account Managers
• Communicate clearly, respond within 24 hours, and manage expectations

Stay Hands-On Technically

• Provide Level 2 support when needed
• Troubleshoot across on-prem, hybrid, and cloud environments
• Work confidently with EUM, RMM, and ticketing systems
• Support Autopilot troubleshooting, log collection, and Conditional Access
• Help guide technical decisions and unblock the team

Requirements

• 3+ years as a Service Desk Engineer (or similar)
• 2+ years in a Service Experience Lead or leadership role
• MSP and/or Cloud Services experience (highly desirable)
• Strong technical foundations with a calm, logical troubleshooting approach
• Proven people leadership skills - fair, firm, and empathetic
• Proactive mindset - you seek work, improvements, and better ways of doing things
• Microsoft or current industry certifications

Benefits

A great company culture is very important to The Missing Link. Keeping everyone happy is one of our top priorities.

Here are some of the best bits about working at The Missing Link and some of the ways we try and maintain our staff happiness levels:

• Supportive, collaborative and respectful environment
• Company paid technical certifications
• Competitive salary and bonus structure
• Great environment with regular staff events
• Free breakfast, soft drinks/juices and monthly lunches
• Company culture that fosters learning and development through training and mentoring programs