Help Desk Team Lead

Job Details

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Position: Helpdesk Team Leader
Location: Adelaide SA
Sector: Help Desk & IT Support (Information & Communication Technology)
Employment Type: Full-time

Overview:

Join our client, a rapidly growing IT support company located just 10 minutes from Adelaide CBD. They provide enterprise network design, data integration, and network services across Australia. We are seeking a qualified, enthusiastic, and commercially experienced Helpdesk Team Leader for an immediate start.

The Role:

This full-time role involves leading a small helpdesk team, managing client expectations, and overseeing the research, development, deployment, testing, and documentation of IT infrastructures.

Responsibilities:

  • Oversee the Helpdesk Team, maintaining SLAs, client expectations, and service queues.
  • Manage service support and maintenance for clients.
  • Design and implement managed services procedures and processes.
  • Handle escalations to senior/project teams.
  • Provide support to clients via phone, onsite, and online as an escalation point for L1/2.
  • Manage server systems, including Windows Server (2016-2022) and VMware.
  • Coordinate remote and onsite installations.
  • Perform performance tuning and reporting.
  • Manage and maintain Active Directory, Office 365, and Azure AD.
  • Support and monitor IAAS, BAAS, and cloud services.
  • Maintain network systems and infrastructure.
  • Develop and evaluate IT policies, procedures, and strategies.
  • Ensure all technical documentation is up-to-date.
  • Manage backups and maintain systems.
  • Continually develop skills to support the team.

Experience:

  • At least 4 years in a senior role with strong experience in endpoint, servers, storage, networking, and Microsoft 365.
  • Extensive knowledge of current and emerging technologies, principles, standards, and services.
  • Solid networking foundation and comprehensive knowledge of desktop and server support.

Qualifications:

  • Azure and 365 Certifications, CCNA, VCP, MSCE, RHCE, or a relevant tertiary degree will be highly regarded.

Benefits:

  • Competitive salary package based on skills, experience, and suitability.
  • Opportunity to join a professional team in a rewarding and challenging environment.

Application Requirements:

  • Resume must address each selection criteria.
  • Practical examination required prior to employment.
  • Knowledge of the Adelaide market is essential.

Employer Questions:

  • Do you have the right to work in Australia?
  • Do you have customer service experience?
  • How many years’ experience do you have as a Helpdesk Team Leader?
  • What is your notice period with your current employer?
  • Do you have technical support experience?
  • Have you provided level 2 technical support?
  • How many years of people management experience do you have?
  • Do you have a current Australian driver’s license?