Service Desk Team Leader

Ready to lead service excellence in a high-pressure healthcare IT environment?We''re seeking a Service Desk Team Leader with proven experience in a healthcare-focused MSP. This is not a generalist IT leadership role, you must understand the operational, compliance, and uptime demands of medical practices and healthcare environments.You''ll lead a team supporting clinics where system availability directly impacts patient care. You know what it means when a practice management system goes down at 8:30am on a Monday, and you know how to respond.Who We AreWith over 20 local branches supported by a strong national presence, efex is one of Australia''s leading IT and digital services providers. We deliver right-sized solutions in IT, print, and communications that help businesses run smarter, simpler, and more efficiently.Our culture is approachable and business-focused: we speak in plain language, build real relationships, and always put people first, our clients and our team.The RoleThis is a hands-on leadership position overseeing a Service Desk team dedicated to healthcare and medical clients. Based in the Sydney CBD.This role is primarily operational, with approximately 80% focused on BAU service delivery and escalations, and 20% contributing to projects and service improvements.In This Role, You WillLead, mentor and develop engineers supporting GP clinics, specialists and allied health providersEnsure service level targets are measured, monitored and consistently achievedOversee incident and escalation management, minimising disruption to clinical operationsContribute to project work and service enhancement initiativesAct as the senior escalation point for complex healthcare IT issuesDrive continuous improvement across service delivery, documentation and processMaintain accurate SLA and performance reportingWork closely with technical and account management teams to ensure seamless client experiencesMandatory Healthcare MSP ExperienceTo be considered, you must have:Demonstrated experience working within an MSP that specialises in healthcare or medical clientsStrong understanding of the compliance, privacy and security requirements in healthcare environmentsExperience Supporting And Troubleshooting Medical Software Platforms IncludingBest PracticeGenieShexieMedical DirectorYou understand Medicare integrations, secure messaging, clinical workflows, and the urgency required when systems supporting patient care are impacted.Technical Expertise RequiredAlongside healthcare experience, you will bring strong technical capability across:Microsoft 365 (Exchange Online, SharePoint, Teams, Intune, Azure AD)Windows Server (Active Directory, DNS, DHCP, Group Policy)Networking fundamentals (firewalls, switches, VPNs, VLANs)Virtualisation platforms, particularly Hyper-VMSP ticketing and PSA systemsAbout YouYou''ll thrive in this role if you:Bring 5+ years'' experience in a Healthcare MSP environment with team leadership responsibilityHave strong knowledge of ITIL, incident and escalation managementAre calm and solutions-focused under pressureCommunicate confidently with clinicians, practice managers and technical teamsUse data and metrics to drive service performance improvementsGenuinely understand the operational realities of healthcare ITWhat We OfferCompetitive salary: we reward performance and resultsSupportive, down-to-earth culture: collaboration and respect are at the heart of efexBirthday leave: enjoy your special day off on usWellbeing leave: take up to two days from your personal leave each year to focus on your wellbeingWhy Join efex?This is more than a team leadership role, it''s an opportunity to shape how IT services are delivered to one of Australia''s most critical sectors.If you bring genuine healthcare MSP experience and want to lead a team that makes a real difference to medical professionals and their patients, we''d love to hear from you.Apply now or reach out for a confidential discussion.Please note: all shortlisted candidates will be required to undergo a National Police Check as part of the recruitment process.

Created: 2026-02-16