IT Helpdesk Team Leader

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

About the Role

We’re hiring a Team Leader to join our client’s Sydney office! Our client is a global leader in medical equipment manufacturing, dedicated to advancing healthcare through innovation and excellence.

Responsibilities

• Be a SPOC for all escalated IT issues for the support services team.
• Manages Service-Now ticket queue and ensures proper routing/escalation of Incidents and or requests.
• Work as 2nd level support for system administration of Microsoft AD, Office 365 and other enterprise environments.
• Mentoring new joiners in the team and providing operational and functional training.
• Managing IT Asset inventory.
• Lead on process improvements and manage the team to implement Global/Local programs.
• Host weekly IT meeting for deskside team and presenting to Manager IT.
• Creation and modification of user information, DL, Security groups etc. in Microsoft AD environment.
• Experience with Corporate software solutions including SCCM, Imaging tools, Anti-Virus, Share point, Office suites etc.
• Receive and respond to incoming calls, e-mails, and/or work from ticketing system and ensure timely closure of pending requests, maintaining SLA.
• Lead in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring IT processes.
• Monitoring of critical IT infrastructure and ensuring proper and timely escalation of system generated warning and alerts.
• Lead in developing long-term strategies and capacity planning for meeting future IT inventory asset needs.
• Write technical specifications, instructions, Knowledge base articles, and validation documents for end users and IT processes.

Qualifications

• 5 - 8 years 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 is preferred.
• Excellent technical knowledge of HP desktop and laptop hardware plus software, including Microsoft Windows products such and Microsoft Office applications.
• Strong analytical and organizational skills.
• Strong communication and customer service skills.
• Driven to continually build knowledge and skills.

Required Skills

• Build relationships with peers, stakeholders, and customers.
• Become familiar with technology platforms and systems.
• Become familiar with the IT organization as to be built out of the ITO program.
• Ensure that support requests are captured in the ticketing system.
• Have a clear understanding of the local IT environment and articulate additional training and education needs as demanded by the local environment.

Preferred Skills

• Become a respected and trusted IT support services expert.
• Be able to resolve 90% of incidents in a self-sufficient manner within defined SLA’s.
• Be well integrated with the Asiapac support services organization and work in line with its structure and dependencies.
• Lead regional and/or global projects as per the organization strategy.
• Work in line with globally defined and available support services related processes and procedures.