DuluxGroup7 followers65 jobs

Service Desk Team Lead

Mid levelSeniorFull-timeHybridClayton VIC 3168, AustraliaPosted 1 week agoVerified 2 weeks ago
Pending fitX of Y criteria met

About the job

DuluxGroup is a leading marketer and manufacturer of premium brands that help people create better spaces to live and work. With over 100 years of heritage, the company is home to trusted names like Dulux, Selleys, Yates, Cabot’s, and B&D. This job offers an exciting opportunity to contribute to iconic brands while working in a collaborative culture that values career growth and flexibility.

Meet the team

About the company

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You'll be responsible for

👥

Leading, coaching, and developing a high-performing Service Desk team

In this role, you will guide and inspire your team to achieve excellence in service delivery.
⭐

Driving SLA performance, service quality, and customer satisfaction

You will ensure that service levels are met and that customers are delighted with their experience.
🚨

Acting as an escalation point for complex incidents and Major Incident Manager

You will be the go-to person for resolving critical issues and ensuring swift recovery.

Key criteria

📊

ITIL certification

Proven ITIL certification for effective service management.

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🖥️

Service Desk leadership experience

Demonstrated experience leading a Service Desk team.

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🔧

ServiceNow knowledge

Solid understanding of ServiceNow or similar ITSM tools.

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View more

A meaningful career starts with a match

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5 criteria for this job
ITIL certification
Proven ITIL certification for effective service management.

View

Service Desk leadership experience
Demonstrated experience leading a Service Desk team.

View

ServiceNow knowledge
Solid understanding of ServiceNow or similar ITSM tools.

View

Stakeholder engagement skills
Experience partnering with stakeholders to enhance service outcomes.

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Process improvement expertise
Proven experience using automation to boost Service Desk efficiency.

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