Service Desk Team Lead | Leadership | Highly reputable Tech Org | Hybrid

Tired of managed services work where every day feels the same? This one's different.

Tektalent has partnered exclusively with a fast-growing Australian technology services provider that's making its mark nationally. It's now part of a global technology group, which gives you the stability and backing of a large enterprise with the energy and culture of a growing business.

About our client
Our client delivers managed services with a difference. They genuinely invest in their people, and team culture and morale are a real priority, not a slogan. Customers are supported with the latest technology stacks, so you'll be working with modern tools, not legacy systems.

About the role
As Service Desk Team Leader, your focus is on people and delivery, not tickets . You'll draw on your technical background to guide, coach and uplift the team. Your job is making sure the Service Desk consistently delivers a high standard of service, meets its agreed SLAs, and stays friendly and professional in line with the company's values.

What's on offer

A permanent role with a business that genuinely cares about its people and its customers

Hybrid flexibility: work from the office or from home

Backing from a global technology group, with room to grow

A fresh take on what working for a managed service provider can be

Qualifications & experience

3 + years' experience in a technical engineering / support role focused on Modern Microsoft stack & 2 + years' experience managing & leading a team, ideally within an MSP environment (Nice to have)

MSP / Managed services provider experience is a nice to have, but not essential

Experience & capability within the Microsoft ecosystem: M365 stack, Azure, Windows, Infrastructure - This is not a hands‑on role, you will however need to understand these technologies & tools

ConnectWise RSM experience is a nice to have

Strong experience with ITIL frameworks and service desk set‑ups

Proven complex problem resolution skills across various platforms.

Confident communicator with strong customer engagement experience.

Tasks & responsibilities





Own the daily performance of the Service Desk team, actively managing output, behaviour,

and quality through real-time oversight and structured monthly KPI reviews

Act as the primary escalation point for assigned clients, ensuring issues are coordinated,

communicated clearly, and driven through to resolution

Escalate decisively and without delay when issues require SOC or NOC Team involvement, in

line with the Escalation Triggers table, ensuring the right resources are engaged early to

minimise client impact as per processes

Lead the training, coaching, and ongoing development of Service Desk Engineers, building

capability, consistency, and confidence across the team

Plan and manage resourcing proactively, including onsite scheduling and leave approvals

Be involved in monthly customer meetings to discuss service and technical issues

Attend customer onsites as scheduled

Assist with technical escalations, more guidance rather than hands on work

Personalized progression plan allowing you to branch into your desired area of interest / specialization whether it be cloud, cyber security, IT consulting or another specialization

Certification and up-skilling is paramount, and you will get the investment to be at the forefront and technically as capable as possible

Yearly work anniversary gifts & celebrations

Everyone helps everyone team mentality

Easily accesible office location, close to public transport & away from the city traffic

You will be looking after the core managed services team consisting of level 1 - 3 engineers, a team that is highly coachable & close-knit

Office has end of trip amenities for you to enjoy, including an on‑site gym and storage lockers / showers

Hybrid friendly work environment / flexible working

This business is owned by a billion dollar technology enterprise,



giving them access to a global network of other businesses & state of the art systems & partnerships, also meaning stability, security & high growth

Automation / AI is invested in heavily by the business to automate the mundane tasks, which allows you to focus on the more exciting things

Market leading L&D; program across MS certs / Vendor up‑skilling

Business is heading into a new phase of stable & organic growth, opening up the door for opportunties for career progression within the business

Join a business that recognize high performance and have the ability to progress you into higher level roles very quickly

Hyper growth business meaning lots of opportunity for the team to learn, grow, develop with the business as they scale

Weekly podcasts with the biggest names in tech - prospect to network and meet the pioneers in the tech industry

Experienced leadership team who knows how to run a well performing business

Unique culture that is focused on individuality, personalization and having a lot of fun

Flexible work options, no silly hours or overtime required

One of the only MSP's that work with high profile enterprise clientele, which will allow you access to participating in high profile projects for these clients, these clients are both in the Public & Private sector

Join one of Australia's leading Technology Success providers, taking managed services to the next echelon of service

Join a business offering a model beyond a standard MSP, offering the enrichment of technology through digital advisory, IT strategy, cloud computing, cyber security, unified communications & connectivity

Dedicated to adapting to innovation & being ahead of the curve, which allows you to have a genuine roadmap for growth & long term tenure

Culture of "Better together" & "celebrating success"

One of the best break-out areas to let your hair down with onsite arcade / DJ / Games area

A leadership team that genuinely cares about your wellbeing & happiness

Not just another mundane "MSP", they do things better & differently here, you will have to see & experience the difference for yourself

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📌 Service Desk Team Lead | Leadership | Highly reputable Tech Org | Hybrid (Brisbane City)
🏢 Tektalent
📍 Brisbane City