About this role
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 a IT Help Desk Team Leader to take ownership of our Melbourne 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 a Level 1 IT Help Desk Support Engineer 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
- 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
Other facts
About The Missing Link
For over 28 years, The Missing Link has been a trusted technology partner to enterprise, government and high-growth businesses across Australia. Today, as part of global technology leader Infosys, we combine local expertise with world-class platforms to deliver innovation that scales.
Our strength is end-to-end delivery:
🔹 IT & Cloud: Build resilient infrastructure and cloud environments
🔹 Cyber Security: Defend with precision through proactive strategy and offensive testing
🔹 AI & Automation: Drive measurable business value with intelligent automation and AI enablement
Whether you're modernising your infrastructure, boosting productivity, or securing your environment, we make the complex simple, turning your technology vision into tangible business outcomes.
With 1,400+ certifications across 160+ vendor partners, our solutions are backed by deep expertise and trusted technology. We’re not just here to implement systems, we guide you through every step, simplify the complex, and secure what matters most.
What sets us apart:
✅ Infosys-backed global capability, locally delivered
✅ One of Australia’s most awarded and accredited IT consultancies
✅ CVE Numbering Authority, CREST and ISO27001 certified
✅ 98%+ CSAT and sub-30-minute SLA response
✅ End-to-end capability across cloud, cyber, infrastructure and AI
We are the missing link between where you are and where you want to be.
What you'll do
- Lead and inspire a high-performing Service Desk team while ensuring operational excellence and delivering outstanding client service. Act as the primary contact for key clients and maintain high standards of service delivery.
Ready to join The Missing Link?
Take the next step in your career journey