IT Helpdesk Team Leader

Enthusiastic, critical thinker and adaptable team leader
- Lead and inspire a dedicated team with a focus on customer service excellence.
- Proven experience in a service desk leadership role.
- Strong problem-solving skills and attention to detail.

**Join Our Dynamic Team**

We're seeking an enthusiastic and adaptable IT Helpdesk Team Leader to lead our dedicated team, drive customer service excellence, and support company growth. As a growing IT managed services provider, Gerdy Solutions delivers Managed Services and IT support to small to medium-sized businesses across various industries. If you have a passion for IT, leadership, and customer satisfaction, we want to hear from you

**About the Role**:
Lead and empower our IT Helpdesk team to deliver outstanding customer service and support company growth. Key responsibilities include:

- Managing and mentoring the IT Service Desk team
- Overseeing daily operations, quality assurance, and process improvements
- Provide technical guidance, training, and development opportunities
- Ensuring high-quality customer service and identifying areas for improvement
- Reporting on performance and ensuring KPIs are met
- Providing mentoring, training, and scheduling support

**Requirements**:

- 3+ year of experience in a Senior Team Leader IT Service Desk Role
- Exceptional communication and leadership skills
- Ability to manage multiple priorities and drive continuous improvement
- Strong knowledge of Microsoft 365 and IT troubleshooting
- Experience with Windows Server Administration and Active Directory

**Nice to Have**:

- ITIL Foundation certification or higher
- Experience with Virtual Environment Management, Remote Monitoring, and NAS Solutions
- Knowledge of Mac OS X, Linux/Unix variants, and network troubleshooting

**Job Types**: Full-time, Permanent

Pay: From $89,750.00 per year

**Benefits**:

- Employee mentoring program
- Free drinks
- Free food
- Referral program

Schedule:

- 8 hour shift
- Monday to Friday

Ability to commute/relocate:

- Camellia, NSW 2142: Reliably commute or planning to relocate before starting work (preferred)

Application Question(s):

- Give examples of process improvements you have made AND documented (SOP) in previous roles. These can be minor or major processes,

**Experience**:

- IT Helpdesk Team Leader: 1 year (required)
- Microsoft 365 Administration: 1 year (preferred)

Work Authorisation:

- Australia (preferred)

Work Location: In person