IT Helpdesk Team Lead: Enterprise IT & AD

systemsGo; Sydney; On-site; AUD 120,000 - 150,000; Full time

Job summary

systemsGo is seeking a Team Leader to guide the IT support services desk from our Sydney office, acting as the single point of contact for escalations and ensuring timely, high‑quality incident resolution.

You will mentor new joiners, manage the ticketing queue, oversee Active Directory/Office 365 administration, asset inventory, and drive process improvements aligned with global/local IT programs.

Qualifications

• 5–8 years of relevant work experience.
• Microsoft certification is a plus.
• Good project management skills.
• Medical technology/manufacturing IT experience is a plus.
• ITIL v3 experience is a plus.
• Bachelor degree preferred.

Responsibilities

• Be a SPOC for all escalated IT issues for the support services team.
• Manage Service-Now ticket queue and routing of incidents and requests.
• Provide 2nd level support for AD, Office 365 and other enterprise environments.
• Mentor new joiners and provide training.
• Manage IT asset inventory.
• Lead on process improvements and implement global/local programs.
• Host weekly IT meetings and present to IT Manager.
• Create/modify user information, DL, security groups in AD.
• Experience with SCCM, imaging tools, anti-virus, SharePoint, Office suites.
• Respond to tickets via calls/emails and ensure timely closure per SLA.
• Lead in logging, reporting, and monitoring IT processes.
• Monitor critical IT infrastructure and escalate issues as needed.
• Lead long-term IT inventory capacity planning.
• Write technical specs, KB articles, and validation documents.

Skills

Team leadership

Customer service

IT operations

SLA management

Strong communication

Education

Bachelor's degree

Tools

Active Directory

Office 365

SCCM

SharePoint

Ticketing system (ServiceNow)

Job description

systemsGo is seeking a Team Leader to guide the IT support services desk from our Sydney office, acting as the single point of contact for escalations and ensuring timely, high‑quality incident resolution.

You will mentor new joiners, manage the ticketing queue, oversee Active Directory/Office 365 administration, asset inventory, and drive process improvements aligned with global/local IT programs.