Service Desk Team Leader
20 hours ago
Service Desk Team Leader
About KMTech
At KMTech, we're not just another MSP – we're changing the game by being the human face of tech. We're curious, united, and driven by excellence. Our team challenges the norm, supports one another, and thrives in a high-performance environment where your career will quite literally take off.
As a leader in innovative technology solutions, we deliver outstanding service and foster a workplace where growth, collaboration, and wellness are core to who we are.
What We Offer
- A collaborative and supportive culture – no egos, just teamwork
- A real hybrid work policy – we value balance (4 days in office)
- A wellness-first approach – including an onsite wellness room + EAP
- Paid training and certifications – including support for ITIL and Microsoft pathways
- Regular events – EOFY party, Christmas party & annual team-building day
- Fresh fruit, biscuits, tea, coffee… and yes, free on-street parking
- Clear pathways for professional development and advancement
The Role
We're on the lookout for a hands-on, inspiring Service Desk Team Leader to join our united and accountable service team.
Reporting to the Service Desk Manager, you'll play a critical role in ensuring top-tier service delivery, supporting your team to thrive, and driving continuous improvement across our operations.
You'll foster a high-performing, client-focused team by mentoring and empowering technicians across L1–L3, ensuring exceptional customer experiences every time.
What You'll Be Doing
- Lead, manage, and mentor your team to deliver outstanding customer satisfaction
- Monitor team performance against SLAs, KPIs, and escalation metrics
- Manage ticket flow, escalations, and resource scheduling efficiently
- Provide hands-on technical guidance and act as the escalation point for L2 and L3 issues
- Analyse ticket data and trends to identify improvement opportunities
- Refine and document processes, workflows, and service standards
- Build strong relationships with clients, Account Managers, and internal teams
- Conduct regular 1:1s, set KPIs, and create development plans for team members
- Report on service desk performance and ensure compliance with KMTech policies
What You'll Bring
- Proven success in leading and mentoring a high-performing technical team (MSP experience preferred)
- Minimum Level 2 technical knowledge across MS365, Azure, networking, and cloud technologies
- Exceptional communication, problem-solving, and relationship-building skills
- Strong time management and organisational skills
- Experience driving continuous improvement and maintaining service excellence
- ITIL Foundation certification (or ability to complete within 6 months)
- Desirable: Microsoft Associate/Expert certifications, AWS certifications, PMP (optional)
- A passion for collaboration, accountability, and customer success
Additional Requirements
As part of the recruitment process, the successful candidate will be required to undergo:
- A Police Check
- An NDIS Worker Screening Check
- A Working with Children Check
Ready to Change the Game?
If you're a passionate leader who thrives on team success, client satisfaction, and continuous improvement we want to hear from you.
- Join KMTech and help redefine what exceptional IT service looks like.
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