Lead a high-performing Service Desk in a fast-paced MSP environment

Our client is an established and growing Managed Service Provider known for delivering exceptional IT solutions and customer service to a diverse portfolio of business clients.

As they continue to grow, they're looking for an experienced Service Desk Team Leader to lead a busy technical support team, drive operational performance, and ensure clients consistently receive outstanding service.

This is a leadership role for someone who thrives in an MSP environment, enjoys building accountable teams, and isn't afraid to challenge the status quo to improve performance and service delivery.

What's on Offer

- Hybrid working arrangement
- Chance to lead an experienced technical support team
- Ongoing professional development and certification support
- Collaborative leadership team with a focus on continuous improvement
- Exposure to a broad range of technologies and client environments
- A business that genuinely invests in its people and promotes internal growth

About the Role

You'll be responsible for leading the day-to-day operations of the Service Desk, ensuring the team delivers exceptional technical support while consistently meeting service standards and client expectations.

This is a hands-on leadership position where you'll balance people leadership with operational oversight. You'll mentor technicians, manage performance, improve processes, and act as a senior escalation point when required.

Success in this role requires someone who can build trust, drive accountability, make confident decisions, and maintain high standards in a fast-paced MSP environment.

Key Responsibilities

- Lead, coach and develop a team of Service Desk technicians
- Foster a culture of accountability, collaboration and continuous improvement
- Monitor service performance, workloads, SLAs and customer outcomes




- Manage escalations and support the resolution of complex technical issues
- Identify trends and implement improvements to systems, processes and documentation
- Conduct regular coaching sessions, performance reviews and development conversations
- Support workforce planning, resource allocation and team capability
- Work closely with internal stakeholders and clients to ensure exceptional service delivery
- Encourage knowledge sharing and continuous technical development
- Drive operational excellence while maintaining a positive team culture

About You

You'll have proven experience leading technical teams within an MSP and understand what it takes to deliver exceptional service in a high-volume environment.

You'll also bring:

- Demonstrated leadership experience within a Managed Service Provider
- Strong understanding of service delivery, operational performance and customer experience
- Solid technical knowledge across Microsoft 365, Azure, Windows Server, networking and cloud technologies
- Experience managing escalations, service levels and team performance
- Confidence coaching, mentoring and holding people accountable
- Excellent communication and stakeholder management skills
- Strong organisational skills with the ability to prioritise competing demands
- A proactive approach to identifying opportunities for improvement and implementing change
- ITIL Foundation Certification
- Microsoft Certifications
- Experience with PSA and ticketing platforms
- Experience working within mature IT service management environments

Pre-employment Requirements

The successful applicant will be required to complete relevant pre-employment screening, including a Police Check and other role-related compliance checks.

Ready to lead from the front?

If you're an experienced MSP leader looking to make a genuine impact, we'd love to hear from you.

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📌 Service Desk Team Leader (Melbourne)
🏢 @
📍 Melbourne