Lead IT Support Engineer – Mentorship & SLA Champion

It Force; Perth; On-site; AUD 90,000 - 120,000; Full time

Job summary

IT Force in Perth, WA, is seeking a Senior IT Support Engineer / Team Lead to own day-to-day helpdesk operations, mentor the support team, and manage the local office. You will lead, resolve complex issues across Windows/macOS, Microsoft 365, Entra ID, Intune, and server infrastructure while ensuring SLA performance and a smooth office environment.

You will drive service delivery, guide junior staff, and maintain a proactive security posture across systems.

Qualifications

• 5+ years in IT Support, Systems Administration or similar; exceptional candidates with slightly less considered.
• Ability to mentor, train and guide junior staff.
• Ability to manage client expectations and office environment independently.
• Strong knowledge across Windows/macOS, Microsoft 365, Entra ID, Intune, Windows Server, Hyper-V, AD, security and backup solutions.

Responsibilities

• Provide daily guidance, training, and technical oversight to junior support technicians to build their skills and confidence.
• Resolve complex Tier 2/3 network, cloud, and system issues that require advanced troubleshooting.
• Oversee the daily helpdesk queue to ensure client SLAs and service standards are met consistently.
• Look after our local office space, ensuring facilities and internal IT systems run smoothly.

Skills

Leadership

Mentoring

Client management

Communication

Office management

Troubleshooting

Education

Diploma/degree in IT

Tools

Microsoft 365

Entra ID

Intune

Windows Server

Hyper-V

Active Directory

3CX VoIP

Job description

IT Force in Perth, WA, is seeking a Senior IT Support Engineer / Team Lead to own day-to-day helpdesk operations, mentor the support team, and manage the local office. You will lead, resolve complex issues across Windows/macOS, Microsoft 365, Entra ID, Intune, and server infrastructure while ensuring SLA performance and a smooth office environment.

You will drive service delivery, guide junior staff, and maintain a proactive security posture across systems.