Full job description

Are you a senior service desk professional ready to lead a team while staying close to the technology? As an IT Service Desk Team Lead, you will lead a team of IT help desk engineers, provide technical guidance on complex issues, and help deliver outstanding support experiences for our clients.

This is a hands-on role where you will spend time mentoring your team, managing service performance, supporting escalations, and contributing to technical outcomes. You will be a trusted leader within the Service Desk, driving accountability, collaboration and continuous improvement while leading by example every day.

About Us

We are The Missing Link, one of Australia’s most awarded IT providers, now backed by global powerhouse Infosys. For over 28 years, we have helped businesses succeed with cutting-edge Cyber Security, IT & Cloud, and Automation solutions. With 200+ team members and a culture built on inclusion, innovation, and impact, we offer a workplace where you are valued, challenged, and supported to grow.

We are THE MISSING LINK between where you are and where you want to be.

We are currently seeking an IT Help Desk Team Lead to join our team. In this role, you will play a crucial part in delivering exceptional support to our clients and ensuring their satisfaction. As part of our Help Desk Support Team, you will provide technical assistance, resolve incidents, and contribute to maintaining our high standards of service.

Key Responsibilities Include:

• Coach, mentor, and motivate a high-performing Service Desk team
• Support hiring, onboarding, inductions, and ongoing development
• Foster a positive, accountable, and collaborative team culture
• Ensure workloads are balanced and resources are used effectively
• Keep utilisation high while minimising non-billable admin time
• Ensure timesheets, job notes, and processes are accurate and up to date
• Ensure policies, procedures, and company values are followed
• Ensure SLAs are consistently met
• Ensure incident and problem management processes are followed
• Prioritise managed clients and deliver high-quality outcomes
• Provide technical support when needed
• Troubleshoot across on-prem, hybrid, and cloud environments

Requirements

• 2+ years as a Service Desk Engineer
• Minimum 1 year of experience leading a team
• MSP and/or Cloud Services experience
• Strong technical foundations with a professional, logical troubleshooting approach
• Proactive mindset with a passion for finding better ways of doing things
• Relevant Microsoft, vendor or industry certifications or the drive to achieve them

Benefits

A great company culture is very important to The Missing Link. Keeping everyone happy is one of our top priorities.

Here are some of the best bits about working at The Missing Link:

• Supportive, collaborative and respectful environment
• Company paid technical certifications
• Competitive salary and bonus structure
• Great environment with regular staff events
• Free breakfast, soft drinks/juices and monthly lunches

Full job description

Level 3 Service Desk Engineer | Sydney

Lead technical outcomes. Solve complex challenges. Help clients get more from their technology.

As a Level 3 Service Desk Engineer, you'll be the senior escalation point for complex Windows Server, infrastructure, networking, and application support issues across a diverse client portfolio.

This role is ideal for an experienced engineer who enjoys solving technical problems, supporting critical business systems, and helping clients get the most from their technology environments. You'll work across a broad range of technologies, contribute to infrastructure projects, mentor junior engineers, and play a key role in delivering exceptional technical outcomes for clients.

Who We Are

With over 20 local branches supported by a strong national presence, efex is one of Australia’s leading IT and digital services providers. We deliver right-sized solutions in IT, print, and communications that help businesses run smarter, simpler, and more efficiently.

Our culture is approachable and business-focused: we speak in plain language, build real relationships, and always put people first, our clients and our team.

The Role

We're looking for an experienced Level 3 Service Desk Engineer to join our Sydney team.

As a senior member of our technical team, you'll act as the primary escalation point for complex technical issues while helping maintain the stability, security, and performance of our clients' environments. This is primarily a desk-based role, with occasional onsite support requirements.

You'll also contribute to project work, including server builds, infrastructure upgrades, and onboarding new client environments, while participating in a rotating after-hours on-call roster.

In this role, you'll:

• Act as the primary technical escalation point for complex client issues
• Troubleshoot and resolve advanced Windows Server, infrastructure, networking, and application incidents
• Support and maintain Microsoft Server environments, Active Directory, Group Policy, DNS, DHCP, VPNs, and virtualisation platforms
• Assist with the administration and support of medical practice management applications such as Genie and Best Practice (training provided if required)
• Perform server builds, migrations, upgrades, and client onboarding activities
• Work hands-on with firewalls, routers, switches, VPNs, and network infrastructure
• Deliver primarily remote support, with occasional onsite client visits as required
• Participate in a rotating after-hours on-call roster
• Maintain high-quality documentation, ticket management, and client communication
• Collaborate with vendors and internal teams to drive timely resolution of critical issues
• Identify opportunities for remediation, optimisation, and continual improvement across client environments
• Mentor and support Level 1 and Level 2 engineers through technical guidance and knowledge sharing

About You

You'll thrive in this role if you:

• Have 5+ years' experience in a senior IT support, infrastructure, or engineering role, ideally within an MSP environment
• Have strong hands-on experience supporting and troubleshooting Windows Server environments
• Enjoy solving complex technical problems and taking ownership through to resolution
• Are confident working directly with clients and managing technical escalations
• Have excellent communication skills and can explain technical concepts clearly
• Enjoy mentoring others and contributing to a collaborative team culture

You'll bring strong experience across:

• Windows Server administration, troubleshooting, deployment, and maintenance
• Active Directory, Group Policy, DNS and DHCP
• Virtualisation technologies such as VMware and Hyper-V
• Backup, disaster recovery, and business continuity solutions
• TCP/IP networking, VPN technologies, and network troubleshooting
• Firewall and network infrastructure administration
• Microsoft 365, Entra ID and Intune
• CPanel/WHM and WordPress administration

Experience with any of the following will be highly regarded:

• Medical Practice Management Software such as Genie, Best Practice, or similar
• WatchGuard, Meraki, Ubiquiti, DrayTek, Palo Alto or similar firewall platforms
• Server migrations, infrastructure refreshes, and client onboarding projects
• Basic telephony administration and troubleshooting
• Cybersecurity solutions and security best practices
• PowerShell scripting and automation
• Microsoft, Cisco, VMware, CompTIA or other industry certifications

What We Offer

• Competitive salary: we recognise your expertise
• Supportive, down-to-earth culture: collaboration and respect are at the core of our team
• Birthday leave: celebrate your day, on us
• Wellbeing leave: take up to two days from your personal leave each year to focus on your wellbeing
• Career pathways into technical leadership, projects, architecture, and specialist engineering roles

Why Join efex?

This is more than a support role. It's an opportunity to become a trusted technical leader within a growing national MSP.

You'll work on challenging infrastructure and server-related issues, contribute to meaningful projects, support critical business applications, and help shape positive outcomes for clients. You'll also have the opportunity to continue developing your expertise while working alongside a team that genuinely values collaboration and technical excellence.

If you're looking for a role where your technical skills and experience will make a genuine impact, we'd love to hear from you

Please note: All shortlisted candidates will be required to undergo a National Police Check as part of the recruitment process.

Company Overview

Please visit https://www.efex.com.au for more information

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