Technical Service Desk Team Lead

About the role

Managed IT is seeking a strong Tier 3 engineer ready to step into their first management role. You will be the technical authority of the service desk, guiding analysts, solving complex issues and keeping the desk proactive.

Key responsibilities

• Identify patterns, root‑cause faults and create fixes or guides to prevent recurrence.
• Assist analysts with difficult tickets, coaching them to resolve issues faster.
• Plan and test client system changes before production deployment.
• Run daily stand‑ups, review ticket quality weekly and coach analysts.
• Leverage AI tools daily for diagnosis, documentation and training.
• Monitor weekly performance metrics from the ticketing system.
• Collaborate with service delivery, operations and security managers.

Required profile

• 5+ years hands‑on infrastructure or support engineering in an MSP or similar environment, including at least 2 years Tier 3.
• Experience mentoring, leading incidents or projects; leadership title not required.
• Clear, calm communication and a genuine desire to help others improve.
• ITIL 4 Foundation (or obtain within 90 days) and MS‑102 or equivalent; additional certifications such as AZ‑104, MD‑102, SC‑300 or CCNA are a plus.
• Right to work in Australia and willingness to undergo police and reference checks.

Required skills

• Microsoft 365, Entra ID, Exchange Online, Intune, endpoint management.
• Windows Server, Active Directory, backup solutions.
• Networking: switching, VLANs, firewalls, DNS/DHCP, Wi‑Fi, Citrix remote access.
• PowerShell scripting for automation.
• Everyday use of AI assistants (Claude, Microsoft Copilot) with judgment to verify output.

What we offer

• Salary A$115,000–A$130,000 plus superannuation.
• Access to expert in‑house AI and automation resources.
• Structured 30/60/90‑day management onboarding plan.
• Clear performance measures, on‑call roster with allowance, and a path to operations or technical leadership.