Service Desk Team Lead

Searchability®; Adelaide; On-site; AUD 95,000 - 116,000; Full time

Job summary

Searchability®, Adelaide-based MSP, seeks a Service Desk Team Leader to lead an L2 engineering team across SA and VIC with some interstate travel. You will balance hands-on work with people and process leadership to improve service and delivery across clients nationwide.

You will triage escalations, coordinate incident responses, review changes, and guide recruitment and onboarding. A strong background in Windows Server, M365/Azure and networking is essential.

Qualifications

• Previous MSP L2/L3 engineer or senior technical role.
• 2+ years leading technical teams, ideally remote or multi-site.
• 5+ years in technical roles, including at least 2 years at L2 level or above.
• Strong hands-on experience with Windows Server, Entra ID, M365, Azure, Intune, VMware/Hyper-V, networking and backup/DR.
• Experience with major incident, change and problem management.
• ITIL, Microsoft certs, Cisco/Fortinet or VoIP certifications highly regarded.
• A current driver’s licence.

Responsibilities

• Lead and develop the L2 engineering team across SA and VIC.
• Triage and allocate escalated work and act as the senior escalation point.
• Review and approve technical changes; coordinate incident responses and outages.
• Own recruitment and onboarding for the team; run 1:1s and development plans.
• Manage the L2 on-call roster and engage with key clients and vendors.

Skills

Technical Lead

L2/L3 Engineer

MSP Experience

Team Leadership

Windows Server

Azure / M365

Networking

Incident Management

Job description

Service Desk Team Leader

Lead a multi-state L2 engineering team at a growing national MSP!

• Salary up to $105K + super
• Adelaide, SA (leading a team across SA & VIC, with some interstate travel)
• Work with an established Adelaide-based MSP supporting clients nationally

Are you a strong L2/L3 engineer ready to lead a team, or already leading and looking for a bigger platform? Do you want to keep your hands on the tools while shaping how a technical team performs? This is your chance to lead L2 across two states and be the senior technical voice between Helpdesk, Projects and Engineering.

WHO ARE WE?

We are an Adelaide-based Managed Service Provider supporting businesses across Australia, with teams in SA and VIC. We care about technical quality, a great client experience and developing our people into their next role.

WHAT WILL YOU BE DOING?

You’ll lead and develop the L2 engineering team across SA and VIC. You’ll triage and allocate escalated work and act as the senior escalation point across servers, networking, M365/Azure, security and backup/DR. You’ll review and approve technical changes and help coordinate the response to critical incidents and outages. You’ll also own recruitment and onboarding for your team, run 1:1s and development plans, and manage the L2 on-call roster. Working with key client stakeholders and vendors is part of the role too, including client technical reviews.

WHAT YOU NEED TO HAVE?

• Previous MSP experience as an L2/L3 Engineer or in a senior technical role
• 2+ years leading, coaching and managing technical teams, ideally remote or multi-site
• 5+ years in technical roles, including at least 2 years at L2 level or above
• Strong hands-on experience with Windows Server, AD/Entra ID, M365, Azure, Intune, VMware/Hyper-V, networking and backup/DR
• Experience with major incident, change and problem management
• ITIL, Microsoft Associate/Expert, Cisco/Fortinet or VoIP certifications highly regarded
• A current driver’s licence

KEY SKILLS:

Technical Lead / L2 / MSP / Team Leadership / Windows Server / Entra ID / Azure / Intune / Microsoft 365 / Networking / Major Incident Management / Change Management