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Helpdesk Team Lead

Remote: 
Full Remote
Contract: 
Full time
Salary: 
90 - 110K yearly
Experience: 
Senior (5-10 years)
Work from: 
Australia

Offer summary

Qualifications:

Bachelor's degree in Computer Science or IT, Minimum of 3 years in helpdesk role, At least 1 year in a leadership role, Strong technical expertise in IT systems.

Key responsabilities:

  • Respond to and resolve helpdesk tickets
  • Supervise, train, and mentor helpdesk staff
FastLane Group logo
FastLane Group SME https://fastlane-global.com/
11 - 50 Employees
About FastLane Group
FastLane Group is a Hong Kong-based tech savvy accounting and advisory firm that brings in innovation and technology to the traditional accounting and makes accounting simple. We also provide a comprehensive range of services from auditing, taxation, corporate services and Payroll/HR outsourcing services. Ever since the group founded in 2013, we have been on a mission to help entrepreneurs and fast-growing companies to scale up and stay on top of their finance and compliances. We have been supporting over 500 companies and growing fast with the ecosystem partners and supporting networks.
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Job description

Job brief

Join a dynamic organization committed to seamless IT operations. Lead and mentor the Help Desk team, driving service excellence and operational efficiency. Play a pivotal role in improving IT support processes and systems.

Responsibilities
  • Respond to and resolve helpdesk tickets for hardware, software, and system issues within SLAs.
  • Troubleshoot technical issues (levels 1-3) and escalate complex cases when needed.
  • Supervise, train, and mentor helpdesk staff, ensuring they deliver top-tier support.
  • Promote self-service solutions and train employees on IT systems to enhance efficiency.
  • Maintain and manage IT assets, including inventory, updates, and security compliance.
  • Assist with IT procurement and manage contracts and licenses.
  • Document and maintain troubleshooting guides, FAQs, and support documentation.
  • Monitor systems proactively, resolving potential issues before escalation.
  • Generate reports on KPIs, identifying trends and opportunities for improvement.
  • Collaborate with the Infrastructure Manager and IT teams on projects and initiatives.
Requirements
  • Minimum of 3 years in a helpdesk or IT support role.
  • At least 1 year in a leadership or supervisory role, or leading IT projects.
  • Strong technical expertise in IT systems, hardware, software, and scripting (e.g., PowerShell, Python, Bash).
  • Proficiency in helpdesk ticketing systems and IT asset management tools.
  • Excellent communication, organizational, and problem-solving skills.
  • Proven ability to lead and motivate a team effectively.
Preferred Qualifications
  • Bachelors degree in Computer Science, IT, or a related field.
  • Familiarity with IT service or security frameworks.
  • Experience with cloud technologies and project management tools.
Benefits & Perks
  • Salary offered: $90,000 - $110,000 per year + superannuation.
  • Flexible work arrangements with a remote-friendly policy.
  • Opportunities for professional growth and career advancement.
  • Collaborative and supportive work culture focused on innovation.
  • Work with cutting-edge technologies and dynamic teams.

Required profile

Experience

Level of experience: Senior (5-10 years)
Spoken language(s):
English
Check out the description to know which languages are mandatory.
Are you interested?

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