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

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

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

Market-competitive salary and bonus structure

Great environment with regular staff events

Free breakfast, soft drinks/juices and monthly lunches

Company culture that foster learning and development through training and mentoring programs

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📌 IT Help Desk Team Leader (Nova Scotia)
🏢 The Missing Link
📍 Nova Scotia