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
Opportunity to lead an experienced technical support team
Ongoing career 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.
#J-*****-Ljbffr

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