Help Desk Team Lead

Are you an experienced IT support professional who can lead a team, take ownership of complex technical issues and deliver outstanding client service?CyberAgency Group is looking for a hands-on Helpdesk Team Lead to support our managed IT and cybersecurity services. This role suits a technical all-rounder with strong Microsoft 365 knowledge, practical cybersecurity experience and the ability to keep a busy service desk running effectively.You must currently reside in Australia and have hands-on experience with ConnectWise.About the roleYou will lead day-to-day helpdesk operations, coach support engineers and act as an escalation point for technical and client issues. Working in an MSSP environment, you will bring a security-first approach to support while balancing responsiveness, service quality and client business needs.This is a hands-on leadership role: you should be equally comfortable developing your team, managing a ticket queue and troubleshooting a complex incident.What you will doLead daily helpdesk operations, including ticket triage, prioritisation, assignment, escalations and SLA performance.Use ConnectWise to maintain accurate tickets, time entries, service boards and reporting.Coach and mentor support engineers, strengthening technical capability, accountability and customer service.Resolve escalated issues across Microsoft 365, Windows endpoints, servers, identity, networking and cloud services.Administer and troubleshoot Microsoft 365 environments, including Exchange Online, Teams, SharePoint, OneDrive, Entra ID and Intune.Embed secure support practices, including identity verification, least privilege, MFA and controlled administrative access.Support security incident triage, containment and remediation in collaboration with cybersecurity specialists.Oversee onboarding and offboarding, endpoint management, patching, backups and recovery checks.Keep clients informed during incidents, explain technical issues clearly and take ownership through resolution.Improve knowledge articles, runbooks and repeatable processes to reduce recurring issues and improve service delivery.Track service performance, identify trends and help balance team capacity with client priorities.What you will bringEssential experience and skillsCurrent Australian residency.Demonstrated experience leading a helpdesk or service desk team, or acting as a senior engineer with team leadership responsibilities.Hands-on ConnectWise experience, including ticket management, service boards, SLA tracking and reporting. Please specify the ConnectWise products you have used.Experience supporting multiple client environments within an MSP or MSSP.Strong practical knowledge of Microsoft 365 administration, troubleshooting and security.Broad IT support experience across Windows, Active Directory and Entra ID, networking, DNS, DHCP, VPNs, firewalls and endpoint management.Practical cybersecurity experience with endpoint protection or EDR, email security, access controls, vulnerability remediation and incident response support.Strong troubleshooting skills and sound judgement when prioritising competing operational and security issues.Clear communication, strong documentation habits and the confidence to manage client expectations.A proactive leadership style with a focus on ownership, continuous improvement and developing others.Highly regardedExperience with ConnectWise PSA, and other RMM platform.Microsoft Defender, Microsoft Sentinel and PowerShell experience.Familiarity with the ACSC Essential Eight and its practical application in client environments.Relevant Microsoft, ITIL, networking or cybersecurity certifications.Experience improving service desk workflows, automation and reporting.What success looks likeYour team delivers timely, secure and consistent support. Clients receive clear communication, escalations are handled with confidence, and recurring problems are addressed at their source. Tickets and documentation are reliable, and your team continues to build its capability.How to applyApply with your CV and a brief introduction outlining:Your current location in Australia.Your helpdesk leadership experience in an MSP or MSSP.The ConnectWise products you have used and your level of experience.Your Microsoft 365 and cybersecurity expertise.Bring your technical depth, leadership skills and client-first mindset to CyberAgency Group.