it help desk team leader

3 days ago

Seven Hills, New South Wales, Australia Keywatcher Australia Full time $90,000 - $120,000 per year
About the Role

We are seeking an IT Helpdesk Team Leader to lead our Level 1 and Level 2 support operations. This role combines hands-on technical expertise with team leadership, ensuring all support requests are handled efficiently, escalations are managed effectively, and our IT environment remains secure and reliable.

You will oversee helpdesk workflows, coach and mentor junior staff, and play an integral part in shaping processes and service delivery standards. This is a hands-on leadership position suited to someone ready to step up and take ownership of a growing IT support function.

Key Responsibilities
  • Lead, mentor, and coordinate the IT Helpdesk team, ensuring high standards of customer service and timely resolution of support tickets.
  • Oversee day-to-day helpdesk operations, including ticket management, documentation, and workflow improvements.
  • Act as the escalation point for Level 1 and Level 2 support issues across infrastructure, networks, and cloud environments.
  • Assist in managing and monitoring IT infrastructure, including servers, networks, and cloud systems.
  • Contribute to the implementation and management of security controls across all systems.
  • Maintain and strengthen client relationships, supporting both remote and on-premises deployments.
  • Drive knowledge-sharing initiatives, developing troubleshooting guides and knowledge base articles.
  • Report on helpdesk performance metrics and identify areas for continuous improvement.

Required Experience and Skills
  • 3–5 years' IT support/helpdesk experience
  • Strong background in Windows environments, networking, cloud services (AWS, Azure), and security practices.
  • Experience mentoring junior staff within a helpdesk or IT support environment.
  • Excellent written and verbal communication skills with the ability to explain technical concepts to both technical and non-technical stakeholders.
  • Knowledge of ITIL processes and ISO 27001 standards will be highly regarded.

Technical skill areas considered favourably:

  1. Cloud Security (AWS, Azure, CASB)
  2. Network Security (Layer 3 Networks, Firewalls, IPS, NAC, WAF)
  3. Data Security (DLP, Encryption)
  4. Access Control (MFA, PMA, SSO, etc.)

A bachelor's degree in Information Systems, Computer Science, Engineering or similar would be advantageous.

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