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IT Help Desk Team Leader at The Missing Link
Australia, Ras Laffan Industrial City, Australia - Full Time
Skills Needed
N/A
Logistics Manager at The Bread Social
australia, Victoria, Australia - Full Time
Skills Needed
N/A
Payroll Specialist at The Adecco Group
Bavaria, Berlin, Germany - Full Time
Skills Needed
N/A
Business Development Executive at The Fruit People
Dublin, Dublin County, Ireland - Full Time
Skills Needed
N/A
Experience Required
Minimum 4 year(s)
Governance Manager at the calico group
London, London - England, United Kingdom - Full Time
Skills Needed
N/A
Experience Required
Minimum 10 year(s)
Content Manager at The People Group
dublin, Dublin County, Ireland - Full Time
Skills Needed
N/A
Experience Required
Minimum 3 year(s)
Bartender at The Aviary Hotel
Berlin, Bavaria, Germany - Full Time
Skills Needed
N/A
Experience Required
Minimum 3 year(s)
Voedselveiligheidsspecialist at The Burger House
Rotterdam, Belfast, Netherlands - Full Time
Skills Needed
N/A
cook at The Zieglerschen
Bonn, Berlin, Germany - Full Time
Skills Needed
N/A
Experience Required
Minimum 2 year(s)
Bar & Waiting Staff at The Hungry Horse
United Kingdom, London - England, United Kingdom - Full Time
Skills Needed
N/A
Experience Required
Minimum 2 year(s)
Chef de Partie at The Arches Hotel
ZURICH, Zürich, Switzerland - Full Time
Skills Needed
N/A
Warehouse Supervisor at The Thrive Group
Berlin, Berlin, Germany - Full Time
Skills Needed
N/A
Junior UX/UI Designer at The Kepple Group
sydney, Vienna, Australia - Full Time
Skills Needed
N/A
OSHC Coordinator - Glenroy, VIC at The Extend Group
Melbourne, Victoria, Australia - Full Time
Skills Needed
Program Planning, Child Safety, Educational Activity Design, Stakeholder Management, Compliance Management, Healthy Snack Preparation, Team Leadership, Community Engagement, Operational Management, Child Protection
Specialization
Requires a qualification in Early Childhood, Primary Teaching, School Aged Care, or Community Services. Must possess or be willing to obtain a Working With Children Check, First Aid, CPR, and Anaphylaxis/Asthma certifications.
Experience Required
Minimum 2 year(s)
Account Manager – Western Australia at Hugel Aesthetics
Brisbane, Queensland, Australia - Full Time
Skills Needed
N/A
Experience Required
Minimum 10 year(s)
BI Consultant at The Choice Group
berlin, Berlin, Netherlands - Full Time
Skills Needed
N/A
Experience Required
Minimum 4 year(s)
Healthcare Operations Manager at The Priory Group
England, London - England, United Kingdom - Full Time
Skills Needed
N/A
Experience Required
Minimum 10 year(s)
Payroll Officer at The Access Group
melbourne, New South Wales, Australia - Full Time
Skills Needed
N/A
Experience Required
Minimum 3 year(s)
Housekeeping Supervisor at The Lakes Resort
Victoria, New South Wales, Australia - Full Time
Skills Needed
N/A
Experience Required
Minimum 1 year(s)
PR Senior Account Manager / Account Director at The Independents
Dubai, Dubai, United Kingdom - Full Time
Skills Needed
N/A
Experience Required
Minimum 7 year(s)
IT Help Desk Team Leader at The Missing Link
Australia, Ras Laffan Industrial City, Australia -
Full Time

Start Date

Immediate

Expiry Date

10 Nov, 26

Salary

0.0

Posted On

16 Sep, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

No

Skills

Industry

Information Services

Description

Full job description

Lead the desk. Elevate the team. Champion the client.

Are you a natural leader who thrives in fast-paced environments, loves mentoring people, and enjoys being hands-on technically? We’re looking for an IT Help Desk Team Leader to take ownership of our Sydney Service Desk — driving performance, delivering exceptional client experiences, and building a team people love being part of.

This is a leadership role with real impact. You’ll balance people leadership, operational excellence, and technical expertise while being the go-to champion for both your team and key clients.

About Us

We’re The Missing Link - one of Australia’s most awarded IT providers, now backed by global powerhouse Infosys. For over 28 years, we’ve 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’re 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 Leader 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.

Working in a fast-paced environment across our diverse range of clients, you will:

Lead & Inspire

  • Coach, mentor, and motivate a high-performing Service Desk team
  • Build trust, manage performance, and handle challenging conversations with confidence
  • Support hiring, onboarding, inductions, and ongoing development
  • Run performance reviews, probation check-ins, and training plans
  • Foster a positive, accountable, and collaborative team culture

Own the Operations

  • Ensure workloads are balanced and resources are used effectively
  • Keep utilisation high while minimising non-billable admin time
  • Review leave, staffing levels, onsite work, and ticket volumes
  • Ensure timesheets, job notes, and processes are accurate and up to date
  • Make sure policies, procedures, and values are lived every day

Deliver Outstanding Service

  • Ensure SLAs are consistently met (and beaten)
  • Drive first-call resolution and excellent ticket hygiene
  • Maintain CSAT of 97%+
  • Ensure Incident & Problem Management processes are followed
  • Prioritise managed clients and deliver predictable, high-quality outcomes

Be a Client Champion

  • Act as the primary contact for key clients
  • Know their environments inside out and advocate for their needs
  • Collaborate closely with Account Managers
  • Communicate clearly, respond within 24 hours, and manage expectations

Stay Hands-On Technically

  • Provide Level 2 support when needed
  • Troubleshoot across on-prem, hybrid, and cloud environments
  • Work confidently with EUM, RMM, and ticketing systems
  • Support Autopilot troubleshooting, log collection, and Conditional Access
  • Help guide technical decisions and unblock the team


Requirements

  • 3+ years as a Service Desk Engineer (or similar)
  • 2+ years in a Service Experience Lead or leadership role
  • MSP and/or Cloud Services experience (highly desirable)
  • Strong technical foundations with a calm, logical troubleshooting approach
  • Proven people leadership skills — fair, firm, and empathetic
  • Proactive mindset — you seek work, improvements, and better ways of doing things
  • Microsoft or current industry certifications


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 and some of the ways we try and maintain our staff happiness levels:

  • 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
  • Company culture that fosters learning and development through training and mentoring programs
Responsibilities
IT Help Desk Team Leader at The Missing Link
Australia, Ras Laffan Industrial City, Australia - Full Time
Skills Needed
N/A
Logistics Manager at The Bread Social
australia, Victoria, Australia - Full Time
Skills Needed
N/A
Payroll Specialist at The Adecco Group
Bavaria, Berlin, Germany - Full Time
Skills Needed
N/A
Business Development Executive at The Fruit People
Dublin, Dublin County, Ireland - Full Time
Skills Needed
N/A
Experience Required
Minimum 4 year(s)
Governance Manager at the calico group
London, London - England, United Kingdom - Full Time
Skills Needed
N/A
Experience Required
Minimum 10 year(s)
Content Manager at The People Group
dublin, Dublin County, Ireland - Full Time
Skills Needed
N/A
Experience Required
Minimum 3 year(s)
Bartender at The Aviary Hotel
Berlin, Bavaria, Germany - Full Time
Skills Needed
N/A
Experience Required
Minimum 3 year(s)
Voedselveiligheidsspecialist at The Burger House
Rotterdam, Belfast, Netherlands - Full Time
Skills Needed
N/A
cook at The Zieglerschen
Bonn, Berlin, Germany - Full Time
Skills Needed
N/A
Experience Required
Minimum 2 year(s)
Bar & Waiting Staff at The Hungry Horse
United Kingdom, London - England, United Kingdom - Full Time
Skills Needed
N/A
Experience Required
Minimum 2 year(s)
Chef de Partie at The Arches Hotel
ZURICH, Zürich, Switzerland - Full Time
Skills Needed
N/A
Warehouse Supervisor at The Thrive Group
Berlin, Berlin, Germany - Full Time
Skills Needed
N/A
Junior UX/UI Designer at The Kepple Group
sydney, Vienna, Australia - Full Time
Skills Needed
N/A
OSHC Coordinator - Glenroy, VIC at The Extend Group
Melbourne, Victoria, Australia - Full Time
Skills Needed
Program Planning, Child Safety, Educational Activity Design, Stakeholder Management, Compliance Management, Healthy Snack Preparation, Team Leadership, Community Engagement, Operational Management, Child Protection
Specialization
Requires a qualification in Early Childhood, Primary Teaching, School Aged Care, or Community Services. Must possess or be willing to obtain a Working With Children Check, First Aid, CPR, and Anaphylaxis/Asthma certifications.
Experience Required
Minimum 2 year(s)
Account Manager – Western Australia at Hugel Aesthetics
Brisbane, Queensland, Australia - Full Time
Skills Needed
N/A
Experience Required
Minimum 10 year(s)
BI Consultant at The Choice Group
berlin, Berlin, Netherlands - Full Time
Skills Needed
N/A
Experience Required
Minimum 4 year(s)
Healthcare Operations Manager at The Priory Group
England, London - England, United Kingdom - Full Time
Skills Needed
N/A
Experience Required
Minimum 10 year(s)
Payroll Officer at The Access Group
melbourne, New South Wales, Australia - Full Time
Skills Needed
N/A
Experience Required
Minimum 3 year(s)
Housekeeping Supervisor at The Lakes Resort
Victoria, New South Wales, Australia - Full Time
Skills Needed
N/A
Experience Required
Minimum 1 year(s)
PR Senior Account Manager / Account Director at The Independents
Dubai, Dubai, United Kingdom - Full Time
Skills Needed
N/A
Experience Required
Minimum 7 year(s)