Senior Service Desk Engineer - Team Lead

Location: CBD Sydney | Work Type: Full time, permanent role

- Step up into a Team Lead role or leverage your existing leadership experience.
- Join a growing, innovative Managed Services Provider (MSP) in the CBD.
- Remain technically hands-on while mentoring a high-performing IT support team.

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 a Senior Service Desk Engineer - Team Lead to provide technical leadership and operational oversight to our Service Desk team. This role is ideal for a candidate currently in a senior position with at least a year of experience overseeing a team, OR an experienced Senior Service Desk Engineer who has been actively mentoring and supporting junior team members and is eager to progress into a formal leadership position.

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

If you're a natural leader and a Senior Service Desk Engineer looking for the ideal opportunity to progress into a Team Lead role, this might be the perfect fit for you!

About the Role

As the Senior Service Desk Engineer (Team Lead), you will:

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



whether you are stepping up into the role or bringing prior leadership experience.
- Oversee ticket queues, workloads, escalations, and service performance to ensure SLA compliance.
- Act as the first point of escalation for complex technical issues (Level 2/Level 3 support).
- 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 (MSP), or Microsoft-focused IT workplace.
- At least 1 year of experience in a senior role overseeing team members, OR proven experience supporting and mentoring junior team members with a strong desire to progress to a Team Lead role.
- 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?

- Career Progression: Prospect to lead and shape a high-performing Service Desk team while advancing your own leadership career.
- Technical Exposure: Work with a broad range of modern technologies, cloud solutions, and projects.
- Great Culture: Join a collaborative, supportive, and forward-thinking team environment.
- Continuous Learning: Ongoing professional development and training opportunities.

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

📌 Senior Service Desk Engineer - Team Lead (Sydney)
🏢 NextGen HR
📍 Sydney