Service Desk Team Leader

6 days ago

Parramatta, New South Wales, Australia HD IT Full time US$100,000 - US$110,000 per year

Annual Salary range $100k - $110k depending on skills and experience
About Us
HD IT is a leading Managed Services Provider based in Sydney, recognized as one of Australia's Top 50 MSPs for 6 years running We're all about innovation, collaboration, and delivering top-tier IT solutions.

Why You'll Love Working With Us

  • Stay ahead with leading-edge tools and technologies
  • Invest in your growth with paid training, certifications, and career development
  • Join a supportive and collaborative team in vibrant Parramatta
  • Tangible impact, fast-paced environment, and a great culture

The Role (Leadership with Technical Edge)
You'll step into a hands-on Service Desk Team Leader role, managing and mentoring a tight-knit team while directly contributing to daily support excellence. Deliver exceptional customer experiences, meet KPIs, innovate support processes, and keep your own technical edge.

Your Day-to-day

  • Lead and develop a high-performing Service Desk team
  • Manage ticket flow, SLAs, and service quality
  • Act as the escalation point for both clients and team members
  • Run regular 1:1s, daily standups, and team meetings
  • Maintain and streamline support documentation and procedures
  • Track/report daily performance metrics
  • Roll up your sleeves and jump into technical support when needed

What We're Looking For

  • Experience in mentoring/leading a team (MSP experience is a win)
  • ITIL Foundations Certification
  • Hands-on experience with Microsoft 365, endpoint protection—or similar

Must-haves

  • Australian Citizenship, Permanent Residency, or at least 2 years working rights in Australia
  • Based in Sydney (Parramatta office – onsite 5 days/week)
  • Must have a valid drivers license.

As part of our hiring process, a Police Check may be required.

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