IT Helpdesk Team Leader

Overview

Gerdy Solutions is expanding its managed services business and is looking for an energetic IT Helpdesk Team Leader to guide a support team, strengthen service delivery, and contribute to business growth. The company supports small and medium-sized organisations across multiple industries with managed IT services and technical assistance.

What you will do

• Manage, coach, and support the IT service desk team on a day-to-day basis.
• Monitor service quality, review performance, and drive improvements in internal processes.
• Offer hands-on technical direction, training, and development support to team members.
• Maintain a strong customer service standard and identify opportunities to enhance the client experience.
• Track team output, report on performance, and help ensure KPI targets are achieved.
• Assist with mentoring, staff training, and scheduling coordination.

What we are looking for

• An enthusiastic and adaptable leader who can think critically and work well in a team environment.
• At least 2 years of experience in a senior IT service desk or team leader position.
• Strong communication skills and the ability to lead people effectively.
• Capability to juggle multiple priorities while continuously improving service delivery.
• Solid experience with Microsoft 365, troubleshooting IT issues, Windows Server administration, and Active Directory.

Good to have

• ITIL Foundation certification or a higher-level qualification.
• Experience with virtual environments, remote monitoring tools, and NAS solutions.
• Exposure to Mac OS X, Linux/Unix systems, and network troubleshooting.

Employment type

This is a full-time, permanent role based in person in Parramatta, New South Wales, Australia.

Additional information

The role is suited to someone who is passionate about technology, customer satisfaction, and leading a service desk team in a growing IT managed services environment.