IT Helpdesk Team Leader

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

Your new company A leading National Managed Service Provider based in Adelaide's Inner North-West requires a Helpdesk Team Leader for a permanent vacancy commencing ASAP. The company promotes a collaborative and supportive work environment, offering exposure to leading technologies and ongoing career development opportunities.

Within this challenging and rewarding position, you will be responsible for:

• 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.

What you'll need to succeed

To be successful in this role, you will have:

• Demonstrated experience in managing / leading a team.
• Sound knowledge of Windows OS, Active Directory, Office 365, Microsoft Exchange, Intune, Windows Server and Network troubleshooting.
• A tertiary education in Information Technology, as well as Microsoft, Azure, VMware, Cisco and Fortinet certifications are beneficial.
• Prior experience working within a Managed Service Provider or Consultancy.
• Current driver's licence and access to a car.

What you'll get in return

Working in an organisation where they develop and grow careers, you will be offered an attractive salary package. This organisation prides itself on internal promotion and career development and offers development training.

Do not miss out!