Service Desk Team Leader

PWK Software employs 330 people across engineering hubs in Sydney and three other locations, building ERP software for mid-market manufacturers.

The position:

We're looking for a Service Desk Team Leader to join our team in Sydney. Our IT team closes around 600 tickets a month and needs one more person on the desk. This position is on site in Sydney.

Essential duties and responsibilities:

Support desk phones and softphones in Teams Phone, RingCentral or Zoom Phone. Reset passwords, clear account lockouts and re-register MFA in Active Directory and Entra ID. Image, deploy and recover Windows 11 and macOS laptops using Intune, Autopilot or Jamf. Track hardware inventory and warranty status in the asset system. Respond to tickets, calls, chats and walk-ups through ServiceNow, Jira Service Management or Freshservice. Troubleshoot Microsoft 365 issues in Outlook, Teams, OneDrive and SharePoint. Escalate network, server and application problems to the right team with clear notes.

Qualifications:

7+ years of help desk or desktop support experience. Experience with Active Directory user and group management. Working knowledge of Windows 10/11 and basic macOS support. High school diploma or GED required. Associate degree in IT preferred. Basic networking: IP addressing, DHCP, DNS, Wi-Fi troubleshooting.

Preferred:

Network+ or Microsoft MD-102 certification. Basic PowerShell scripting. Experience supporting healthcare, legal or manufacturing environments.

Schedule: Four 10-hour shifts, Tuesday to Friday, with rotating Saturday coverage

Compensation: $42.00-$46.50 p/h

Perks and benefits:

Superannuation on top of salary. Paid parental leave. Employee share plan. 17.5% leave loading.

You must have full working rights in Australia.

Aboriginal and Torres Strait Islander people are encouraged to apply.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at PWK Software.