Helpdesk Technician Team Lead

Hindmarsh, South Australia 5007, Australia

Full-time Permanent Associate

Posted 14 Sep 2026

Purpose of Position

To oversee and manage the first level of IT support provided by our L1 Helpdesk Technicians for our clients. The position is responsible for coordinating and prioritising incoming support requests to ensure they are acknowledged and resolved in a timely and efficient manner within SLA's. As a key lead within the business, they are responsible for all performance metrics across their assigned L1 team including coaching, training, and the team's performance. Living and influencing our brand values, this role will play a key part in developing and promoting a high performing culture.

Main Duties and Responsibilities

• Foster and influence a high performing, collaborative, and customer-centric team culture that supports staff growth into wider areas of the business.
• Build a strong working relation between team members and with your team, ensuring a collaborative and productive working environment.
• Conduct regular team meetings, 1on1's, and keep it a fun place to work.
• Develop staff into high performing team members with a growth mindset through training, timely feedback, and coaching.
• Assist and coach team members with creating personal development plans, including suggesting/directing specific training programs.
• Ensure tangible outcomes to staff development, such as recognised exams or certifications.
• Assist with the process of recruiting and onboarding high performing new staff, including interviewing, onboarding, and training team members.
• Mentor, coach, and manage the team to investigate, diagnose and assess basic L1 technical problems reported by customers.
• Develop and deliver learning sessions, working with internal resources to develop training materials aligned with organisational and team learning objectives.
• Manage the day-to-day performance of the team.
• Ensure L1 Technicians provide a memorable customer experience with every contact.
• Monitor work quality & performance against the team and organisational goals and KPIs.
• Ensure that the team understands and follows operating procedures and guidelines.
• Monitor adherence to these and ensure that timely feedback is provided.
• Triage incoming tickets and ensure they are assigned to appropriate resources based on SLAs, availability, and technical ability.
• Proactively manage the in-progress work of the team, ensuring work/tickets are reassigned as required to meet SLAs.
• Monitor quality and performance of work performed against organisational KPIs to make learning recommendations.
• Ensure IT Support Technicians are accountable for their work quality.
• Oversight, reviewing, and actioning of the team's survey scores to ensure we are delivering on SLA's and exceptional customer service.
• Act as a technical escalation point for the team, providing direct technical direction, support, and guidance.
• Encourage and lead a culture of continuous improvement.
• Develop a growth and accountability mindset within your team.
• Reviewing and maintaining technical knowledge base and support processes.
• Provide feedback to Management of areas of improvement.

Other Duties

• Assist the Service Delivery Lead with internal team improvement, reviews, process development, or other assigned adhoc tasks.
• Developing and maintaining relationships with key client stakeholders.
• Documenting all customer interactions in our Customer Relationship Management (CRM) system.
• Act as the Level 1 team after hours escalation point when IT Support Technicians are rostered on afterhours for support.

Values

• Inclusive: Willingness to assist and support others as required within a team environment.
• Transparency: Communicate freely and effectively and is open to feedback on performance.
• Approachability: Receptive to others views and happy to assist other employees when needed.
• Passionate: Encourages others and always brings their best self to work.
• Accountable: Owning situations and outcomes.

Team Management:

• Ability to lead and motivate teams, fostering a collaborative and high-performing work environment.
• Make informed decisions quickly and effectively, especially during critical situations.
• Ability to articulate complex technical concepts in a clear and concise manner.
• Manages up, ensuring that management is kept up to date with performance, staff, or other issues.
• Accomplishing set objectives effectively, within budget, and on time.
• Strong analytical and problem-solving skills to address issues and improve service delivery processes.
• Capability to conduct thorough investigations and identify the root causes of incidents.
• Sets clear expectations, has regular 1 on 1 meetings, and is focused on continual improvement.
• Skill in resolving conflicts and addressing challenges within the team or with clients.
• Understanding and empathizing with both client and team concerns.
• Provides regular constructive feedback to recognise, challenge, and develop their team against values, behaviours, & performance.

Technical Skills & Experience

• Previous MSP, Technical, or Service Desk related experience (essential).
• 1+ years of experience leading, coaching and managing teams (essential).
• 3+ years of experience in technical roles supporting client or Internal IT organisations.
• Technical acumen of advanced troubleshooting techniques and technologies.
• A current driver's license (essential).
• Certification/experience in the following highly desired but not essential: ITIL Foundation, Microsoft Intermediate Certifications, Vendor Networking/Security Certifications, Access 4 / 3cx VoIP Certificate, 3/Diploma in Information Technology, Bachelor of Information Technology, or similar relevant tertiary education.