Helpdesk Team Lead

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The Help Desk Team Leader ensures smooth and efficient IT support across the organization, minimizing disruptions and enhancing end-user productivity. This role involves leading the Help Desk team, resolving technical issues, maintaining IT assets, and ensuring adherence to service standards. You’ll also coach and mentor junior team members, promote best practices, and foster a high-performing support culture.

As part of the Infrastructure team, you’ll collaborate across IT functions, contributing to seamless operations and continuous improvement.

What You\’ll Do

• Respond to and resolve helpdesk tickets for hardware, software, and systems within SLA timeframes.
• Troubleshoot technical issues at levels 1–3, escalating complex cases to senior team members.
• Communicate clearly and effectively with end-users, ensuring a high level of customer satisfaction.
• Supervise and train helpdesk casuals, ensuring they have the skills to deliver excellent support.
• Promote self-service solutions and train employees on IT systems to reduce ticket volumes.
• Foster a positive and collaborative team culture that prioritizes service excellence.
• Track and maintain inventories of hardware, software, and devices.
• Ensure devices and corporate applications are updated and patched in line with security policies.
• Assist with IT procurement, including purchasing, contract renewals, and license management.
• Maintain a shared knowledge base with troubleshooting guides, FAQs, and support documentation.
• Generate reports on ticket volumes, resolution times, and other KPIs to identify trends and areas for improvement.
• Research emerging technologies and best practices to enhance IT support capabilities.
• Work closely with the Infrastructure Manager and IT teams to provide seamless support.
• Monitor systems and alert channels to proactively resolve potential issues.
• Contribute to agile projects and Infrastructure team initiatives.

Must-Haves:

• Proven 3+ years of experience in a helpdesk or IT support role.
• At least 1 year in a supervisory or team leadership role, or experience leading IT projects.
• Strong technical expertise with IT systems, hardware, and software, including patch management.
• Proficiency in scripting (e.g., PowerShell, Python, or Bash) with 2+ years of experience.
• Excellent communication and interpersonal skills to work effectively with diverse stakeholders.
• Demonstrated ability to manage and motivate a team.
• Strong organizational, time management, and problem-solving skills.
• Experience with helpdesk ticketing systems and IT asset management tools.

Nice-to-Haves:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Familiarity with IT service or security frameworks.
• Experience with cloud technologies and reporting tools.
• Project management or agile experience.

At Canstar Group, our inclusive vision is to create a workplace where our people feel safe and confident to bring their unique selves to work. We are committed to celebrating each individual’s unique backgrounds, experiences, abilities and perspectives. As an Equal Opportunity Employer, we invite applications from all individuals regardless of race, national origin, gender, sexual orientation, age, religion, or disability.

If you have a disability or specific access needs, we encourage you to discuss any adjustments you may need to our recruitment process.

How Can You Join The Team:

If this sounds like you, and you are up for a fresh challenge with a great company, please click apply now and ensure that your CV and cover letter has been uploaded to your profile.

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