It Service Desk Team Lead

The Missing Link; Sydney; On-site; AUD 110,000 - 160,000; Full time

Benefits offered by this job

Company paid technical certifications

Competitive salary and bonus structure

Free breakfast, monthly lunches

Job summary

The Missing Link in Sydney is seeking an IT Service Desk Team Lead to guide a team of help desk engineers, provide technical guidance on complex issues, and drive high-quality client support. This hands-on leadership role balances mentoring with performance management, incident handling, and continuous improvement across on-prem, hybrid, and cloud environments.

You will spend time coaching, coordinating recruitment, onboarding, and development, while ensuring SLAs are met and resources are

Qualifications

• 2+ years as a Service Desk Engineer
• Minimum 1 year of experience leading a team
• MSP and/or Cloud Services experience

Responsibilities

• Coach, mentor, and motivate a high-performing Service Desk team
• Support hiring, onboarding, inductions, and ongoing development
• Foster a positive, accountable, and collaborative team culture
• Ensure workloads are balanced and resources are used effectively
• Keep utilisation high while minimising non-billable admin time
• Ensure timesheets, job notes, and processes are accurate and up to date
• Ensure policies, procedures, and company values are followed
• Ensure SLAs are consistently met
• Ensure incident and problem management processes are followed
• Prioritise managed clients and deliver high-quality outcomes
• Provide technical support when needed
• Troubleshoot across on-prem, hybrid, and cloud environments

Skills

Team leadership

Mentoring

Incident management

Troubleshooting

Customer support

Education

ITIL Foundation

Tools

Azure

Office 365

MSP experience

Job description

Are you a senior service desk professional ready to lead a team while staying close to the technology? As an IT Service Desk Team Lead, you will lead a team of IT help desk engineers, provide technical guidance on complex issues, and help deliver outstanding support experiences for our clients.

This is a hands-on role where you will spend time mentoring your team, managing service performance, supporting escalations, and contributing to technical outcomes. You will be a trusted leader within the Service Desk, driving accountability, collaboration and continuous improvement while leading by example every day.

About Us

We are The Missing Link, one of Australia’s most awarded IT providers, now backed by global powerhouse Infosys. For over 28 years, we have 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 are 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 Lead 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.

Key Responsibilities Include:

• Coach, mentor, and motivate a high-performing Service Desk team
• Support hiring, onboarding, inductions, and ongoing development
• Foster a positive, accountable, and collaborative team culture
• Ensure workloads are balanced and resources are used effectively
• Keep utilisation high while minimising non-billable admin time
• Ensure timesheets, job notes, and processes are accurate and up to date
• Ensure policies, procedures, and company values are followed
• Ensure SLAs are consistently met
• Ensure incident and problem management processes are followed
• Prioritise managed clients and deliver high-quality outcomes
• Provide technical support when needed
• Troubleshoot across on-prem, hybrid, and cloud environments

Requirements

• 2+ years as a Service Desk Engineer
• Minimum 1 year of experience leading a team
• MSP and/or Cloud Services experience
• Strong technical foundations with a professional, logical troubleshooting approach
• Proactive mindset with a passion for finding better ways of doing things
• Relevant Microsoft, vendor or industry certifications or the drive to achieve them

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:

• 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