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About the Role
Lead a team of IT help desk engineers, provide technical guidance on complex issues, and help deliver outstanding support experiences for clients. This is a hands-on role involving mentoring, managing service performance, supporting escalations, and contributing to technical outcomes.
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
Requirements
- 2+ years as a Service Desk Engineer
- Minimum 1 year of experience leading a team
- MSP and/or Cloud Services experience
- Strong technical foundations with a professional, logical troubleshooting approach
- Proactive mindset with a passion for finding better ways of doing things
- Relevant Microsoft, vendor or industry certifications or the drive to achieve them
Experience Level
- Senior
Salary/Compensations
- Competitive salary and bonus structure
Benefits
- Company paid technical certifications
- Great environment with regular staff events
- Free breakfast, soft drinks/juices and monthly lunches
About the Company
- The Missing Link is one of Australia’s most awarded IT providers, backed by Infosys.
- For over 28 years, we have 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 are valued, challenged, and supported to grow.
- We are THE MISSING LINK between where you are and where you want to be.