Senior IT Support Engineer / Team Lead

IT Force; City Of Wanneroo; On-site; AUD 110,000 - 140,000; Full time

Job summary

IT Force, based in Wangara, seeks a reliable, technically excellent leader to own day-to-day helpdesk operations, manage the local office space, and mentor our growing support team.

You will act as the senior escalation point for clients while overseeing daily ticket flows and staff development. Relevant MSP exposure and strong Windows/M365 knowledge are valued.

Qualifications

• 5+ years in IT Support, Systems Administration or similar role with leadership potential.
• MSP experience is highly regarded and beneficial.
• Ability to mentor and train junior staff.
• Able to manage client expectations and office environment independently.
• Strong English communication, both verbal and written.

Responsibilities

• Lead day-to-day helpdesk operations and mentor junior engineers.
• Manage local office space and facilities IT needs.
• Act as senior escalation point for client issues.
• Oversee ticket flows and ensure SLA adherence.
• Provide training and guidance to the support team.

Skills

Leadership

Mentoring

Office management

Customer-facing IT support

Team coaching

Education

IT degree or diploma

Tools

Microsoft 365

Entra ID

Intune

Windows Server

Hyper-V

Active Directory

3CX VoIP

VLANs / Firewalls

Backup solutions

Job description

We are an established, growing IT solutions company based in Wangara dedicated to delivering exceptional services to our clients across Perth. We are customer focused and pride ourselves on being friendly, conscientious and jargon free.

About the role

As we scale our business and expand our service delivery, we are looking for a reliable, technically excellent leader to take ownership of our day-to-day helpdesk operations, manage our local office space, and mentor our growing support team.

In this hybrid technical and leadership role, you will be the operational backbone of our support services. You will act as the senior technical escalation point for clients while supervising, mentoring, and accelerating the development of our junior IT engineers. By taking charge of daily ticket flows, team mentorship, and office coordination, you will ensure our service delivery remains seamless while building a high-performing support desk.

Key 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.

About you

5+ years of experience in IT Support, Systems Administration or a similar technical support role, although we will consider exceptional candidates with slightly less experience who can demonstrate strong technical capability, maturity and leadership potential (MSP experience is highly regarded).

Proven capability, or the clear maturity and readiness, to mentor, train, and patiently guide junior staff.

The ability to manage client expectations and manage an office environment independently.

Strong technical knowledge across Windows/Mac environments, Microsoft 365, Microsoft Entra ID, Intune, Windows Server, Hyper-V, Active Directory, basic networking (VLANs, firewalls), security and backup solutions, and 3CX or equivalent VoIP systems.

Excellent English communication skills, both verbal and written.

Self-motivated with a strong work ethic.

Professional, conscientious and well presented.

Passionate about technology.

Beneficial

Web and app development experience.

Essential 8 compliance implementation and management.

Please only apply if you possess the following:

Valid Australian Driver’s License.

Own reliable car.

Permanent work rights with no restrictions.

Diploma, degree or industry recognised qualifications in computer science, information technology or equivalent.