Helpdesk Team Lead

ABOUT DYSRUPIT

DysrupIT is a leading Australia based cloud services company. We support clients across the globe in their adoption of the cloud and their transformation to as-a-Service business models. DysrupIT is dedicated to making a positive impact in the communities it serves.

COMPANY CULTURE

We are constantly looking for talented people to join our team. We offer a unique and extraordinary career experience to motivate and inspire talents like you to make a difference in our customers, clients, and the entire organization. At DysrupIT, you'll join a team of dedicated and brilliant professionals who shares the same of goal of pursuing integrity and excellence. We are committed to promoting a culture where employees are valued and respected. We invest in our employees and make sure that they will have the right training to secure their growth and advancement towards their career aspirations.

JOB SUMMARY:

We are looking for a Senior Helpdesk Team Lead & Trainer with extensive experience in the Microsoft technology stack and a strong background in Microsoft Security, including incident response using Defender and Sentinel. This role will be responsible for fielding helpdesk tickets, training and mentoring Level 1 helpdesk staff, and developing graduates into Level 1 cybersecurity roles. Additionally, the candidate will be responsible for managing shift schedules for an 8x5 service operation supporting Australia onshore teams.

JOB RESPONSIBILITIES:

Lead and train Level 1 helpdesk analysts in cybersecurity alerting and IT support processes.

Handle helpdesk tickets while actively mentoring graduates into Level 1 roles.

Provide incident response and security monitoring using Microsoft Defender and Sentinel.

Develop and implement training programs to improve the skill set of Level 1 analysts.

Manage shift schedules for an 8x5 service operation, ensuring proper coverage and workload distribution.

Work closely with IT and security teams to enhance cybersecurity response capabilities.

Monitor security alerts, analyze threats, and escalate incidents as needed.

Ensure alignment with Myriad Services security policies and best practices.

JOB QUALIFICATIONS:

Senior-level experience in the Microsoft technology stack with a focus on Microsoft Security.

Hands-on experience in Microsoft Defender and Sentinel for incident response and monitoring.

Proven ability to train and mentor Level 1 helpdesk staff, particularly in cybersecurity alerting.

Strong experience in helpdesk ticketing systems and IT troubleshooting.

Shift management experience, including scheduling and resource planning for an 8x5 service operation.

SOFT SKILLS:

Excellent verbal and written communication skills

Excellent interpersonal and conflict resolution skills.

Strong analytical and problem-solving skills.

Adaptable and flexible

Organized and keen to details.

Can work well within a team.

Has the initiative and self-drive

Able to work independently and under minimal supervision.