IT Service Team Lead (MSP)

CBD Sydney | Full time, permanent role

Lead the Team. Own the Outcomes. Drive Service Excellence.

Our client is an established technology business delivering managed IT services, cybersecurity, telecommunications, connectivity, and emerging AI solutions to organisations across Australia.

As the business continues to grow, we're looking for an experienced IT Service Desk Team Lead to provide technical leadership and operational oversight to our Service Desk team. This role is ideal for an experienced Team Leader or Senior Service Desk Engineer who thrives in a fast-paced Managed Services environment and is passionate about mentoring people, improving service delivery, and driving exceptional customer outcomes.

This is not a purely management role. You'll remain technically involved, acting as the primary escalation point for the Service Desk whilst ensuring the team consistently achieves operational, customer, and business objectives.

About the Role

As the IT Service Desk Team Lead, you will:

- Lead, mentor, and develop a team of Service Desk Technicians.

- Oversee ticket queues, workloads, escalations, and service performance to ensure SLA compliance.

- Act as the first point of escalation for complex technical issues.

- Monitor KPIs, customer satisfaction, and operational metrics.

- Conduct coaching sessions, performance reviews, and regular team meetings.

- Drive accountability, continuous improvement, and operational excellence.

- Lead incident and problem management, including Root Cause Analysis (RCA).

- Maintain SOPs, technical documentation, and knowledge base articles.

- Collaborate with Service Desk, Infrastructure, Telecommunications, and Project teams to deliver exceptional customer outcomes.





- Promote cybersecurity best practices, compliance, and process improvement initiatives.

Technical Skills

- Strong experience with ITSM and ticketing platforms.

- Solid understanding of Microsoft technologies, Microsoft 365, cloud environments, and endpoint management.

- Experience managing service queues, escalations, monitoring tools, and operational dashboards.

- Strong understanding of ITIL service management practices, incident management, and problem management.

- Proven capability in KPI reporting, analytics, and performance management.

- Experience maintaining SOPs, knowledge bases, and technical documentation.

- Sound understanding of cybersecurity principles, access management, and compliance requirements.

Qualifications

- Minimum 5 years' experience within a Service Desk, Managed Services, or Microsoft-focused IT environment.

- 1-2 years' experience leading, mentoring, or supervising technical teams.

- Bachelor's degree in Information Technology, Computer Science, or a related discipline.

- ITIL Foundation certification is required; additional ITIL certifications will be highly regarded.

- Leadership or people management training is a great advantage.

- Excellent communication and stakeholder management skills.

- Highly organised, process-driven, and customer-focused.

Why Join Us?

- Opportunity to lead and shape a high-performing Service Desk team.

- Exposure to a broad range of technologies and projects.

- Collaborative and supportive team culture.

- Career growth and career development opportunities.

If you're an experienced Service Desk professional who enjoys leading teams, solving complex technical challenges, and delivering outstanding customer service, we'd love to hear from you. Apply now and take the next step in your career!

📌 IT Service Team Lead (MSP) (Sydney)
🏢 NextGen HR
📍 Sydney