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Service Desk Team Leader

Mid levelFull-timeHybridSydney NSW, AustraliaCustomer service and supportInformation technologyPosted 1 day ago
Pending fitX of Y criteria met

About the job

This job is all about leading and enhancing the IT Service Desk function to deliver outstanding customer experiences. By acting as a hands-on leader and mentor, you will drive service excellence and continuous improvement in IT service delivery. The team thrives on collaboration and a customer-centric culture, making it a fantastic opportunity for someone passionate about developing others and solving problems.

You'll be responsible for

🔧

Leading the IT Service Desk operations

Overseeing daily operations and providing 1st and 2nd level support across multiple channels.
🚨

Acting as the escalation point for incidents

Handling complex incidents and major issues to ensure swift resolution.
👩‍🏫

Coaching and mentoring Service Desk Analysts

Developing team members through performance management and training plans.

Key criteria

🧑‍💻

1-2 years leading a Service Desk team

Experience leading a team using ITIL methodologies.

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📜

ITIL certification

Essential certification for effective service management.

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💻

Strong technical knowledge of Microsoft systems

Proficiency in Microsoft operating systems and Office suite.

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Meet the team

About the company

Think you're a good fit?See what the hiring team are looking for

View your fit

5 criteria for this job
1-2 years leading a Service Desk team
Experience leading a team using ITIL methodologies.

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ITIL certification
Essential certification for effective service management.

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Strong technical knowledge of Microsoft systems
Proficiency in Microsoft operating systems and Office suite.

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Experience in 1st and 2nd level IT support
Background in fast-paced IT support environments.

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Excellent communication skills
Ability to engage both technical and non-technical stakeholders.

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