Service Desk Team Leader
- Lead and manage a high-performing ICT Service Desk team.
- Ensure high-quality customer service and effective delivery of ICT support services.
- Drive team performance and contribute to service improvement initiatives.
CBD Location | Contract Opportunity | Contract until 25 June 2027
Your new company
An exciting opportunity is available for an experienced Service Desk Team Leader to lead a high-performing ICT Service Desk team within a large and complex environment. This role is ideal for a customer-focused leader who is passionate about team development, service excellence, and continuous improvement.
Your new role
As the Service Desk Team Leader, you will be responsible for leading and supporting a team of Service Desk Officers, ensuring high-quality customer service and the effective delivery of ICT support services. You will drive team performance, coach and develop staff, and contribute to ongoing service improvement initiatives.
Key Responsibilities
- Lead and manage Service Desk Officer performance against established KPIs.
- Support the development and ongoing coaching of Service Desk staff.
- Contribute to service quality improvement initiatives and performance measurement strategies.
- Promote a collaborative, customer-focused team culture.
- Assist with process improvement, documentation, and operational efficiencies.
What you'll need to succeed
To be successful, you will have:
- Demonstrated experience leading an ICT Service Desk team.
- Strong customer service and stakeholder engagement skills.
- Experience working within a busy technical support environment.
- Excellent problem-solving, investigation, and analytical capabilities.
- The ability to prioritise workloads, meet deadlines, and work effectively under pressure.
- Experience developing procedures, knowledge articles, and support documentation.
- A current National Police Check issued within the last 12 months is mandatory
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or contact Ravindu Tharuka on (08) 7221 4181 or ravindu.tharuka@hays.com.au for further information. At Hays, we value diversity and are passionate about placing people in a role where they can flourish and succeed. We actively encourage people from diverse backgrounds to apply. If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.#3018144
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