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About the Role
We’re looking for an IT Help Desk Team Leader to take ownership of our Sydney Service Desk — driving performance, delivering exceptional client experiences, and building a team people love being part of. This is a leadership role with real impact, balancing people leadership, operational excellence, and technical expertise while being the go-to champion for both your team and key clients.
Responsibilities
- Coach, mentor, and motivate a high-performing Service Desk team
- Build trust, manage performance, and handle challenging conversations with confidence
- Support hiring, onboarding, inductions, and ongoing development
- Run performance reviews, probation check-ins, and training plans
- 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
- Review leave, staffing levels, onsite work, and ticket volumes
- Ensure timesheets, job notes, and processes are accurate and up to date
- Make sure policies, procedures, and values are lived every day
- Ensure SLAs are consistently met (and beaten)
- Drive first-call resolution and excellent ticket hygiene
- Maintain CSAT of 97%+
- Ensure Incident & Problem Management processes are followed
- Prioritise managed clients and deliver predictable, high-quality outcomes
- Act as the primary contact for key clients
- Know their environments inside out and advocate for their needs
- Collaborate closely with Account Managers
- Communicate clearly, respond within 24 hours, and manage expectations
- Provide Level 2 support when needed
- Troubleshoot across on-prem, hybrid, and cloud environments
- Work confidently with EUM, RMM, and ticketing systems
- Support Autopilot troubleshooting, log collection, and Conditional Access
- Help guide technical decisions and unblock the team
Requirements
- 3+ years as a Service Desk Engineer (or similar)
- 2+ years in a Service Experience Lead or leadership role
- Strong technical foundations with a calm, logical troubleshooting approach
- Proven people leadership skills — fair, firm, and empathetic
- Proactive mindset — you seek work, improvements, and better ways of doing things
Skills
- MSP and/or Cloud Services experience (highly desirable)
- Microsoft or current industry certifications
- EUM
- RMM
- Ticketing systems
- Autopilot troubleshooting
- Log collection
- Conditional Access
Location
- Sydney
Work Type
- Full-time
Experience Level
- 3+ years as a Service Desk Engineer
- 2+ years in a Service Experience Lead or leadership role
Salary/Compensations
- Competitive salary and bonus structure
Benefits
- Supportive, collaborative and respectful environment
- Company paid technical certifications
- Great environment with regular staff events
- Free breakfast, soft drinks/juices and monthly lunches
- Company culture that fosters learning and development through training and mentoring programs
About the Company
- We’re The Missing Link - one of Australia’s most awarded IT providers, now backed by global powerhouse Infosys.
- For over 28 years, we’ve 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’re valued, challenged, and supported to grow.
- We are THE MISSING LINK between where you are and where you want to be.