IT Service Desk Team Lead - Mentorship & MSP/Cloud Focus
The Missing Link
Turn this role into an interview — a resume and cover letter built around what this employer wants.
Benefits offered by this job
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
Education
Tools
Job description
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
'/%3e%3cpath%20d='M101.744%2012.4726L102.894%2016.1947L99.0021%2013.2201L101.744%2012.4726ZM105.3%208.40937H100.488L99.0026%203.59473L97.5116%208.41047L92.7%208.40385L96.5965%2011.3834L95.1055%2016.1942L99.0021%2013.2196L101.408%2011.3834L105.3%208.40992V8.40937Z'%20fill='white'/%3e%3cdefs%3e%3clinearGradient%20id='paint0_linear_5593_1381'%20x1='90'%20y1='9.44471'%20x2='99'%20y2='9.44471'%20gradientUnits='userSpaceOnUse'%3e%3cstop%20stop-color='%2300AD70'/%3e%3cstop%20offset='0.998594'%20stop-color='%2300B67A'/%3e%3cstop%20offset='1'%20stop-color='%23DCDCE6'/%3e%3c/linearGradient%3e%3c/defs%3e%3c/svg%3e){kind=small}
