Service Desk Team Lead

4 weeks ago

City of Yarra, Australia GJK Facility Services Full time

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It's an exciting time to be joining GJK Facility Services - we have grown significantly over recent years and are transforming for future growth and opportunities to help our customers and people.

We are a leading provider of facility services, committed to providing better experiences and better outcomes to our customers and our people.

As a member of the GJK Facility Services team, you will have the opportunity to work with a supportive and friendly group of professionals who take pride in their work.

We are currently looking for a Service Desk Team Lead, to join our technology team, based in Collingwood, VIC. This is a full-time role based on-site.

The successful candidate will act as the lead and the technical escalation point for the Service Desk team, lead day-to-day support operations, and mentor junior staff to ensure high-quality, responsive service across the business.

The Position:

  • Lead the day-to-day operations of the IT Service Desk, ensuring timely and effective resolution of incidents and service requests.
  • Provide technical guidance, mentor team members, and drive continuous improvement in service delivery and user satisfaction.
  • Provide Level 1/2/3 support across a wide range of systems (Windows, M365, networking, applications, computer hardware).
  • Administer Microsoft 365 (Exchange, Teams, SharePoint), Active Directory, and endpoint security tools.
  • Act as the primary escalation point for complex technical issues.
  • Troubleshoot issues with endpoints, printers, mobile devices, and peripherals.
  • Assist the CIO in optimising Service Desk processes and workflows.
  • Identify recurring issues and implement preventative solutions.
  • Tertiary qualifications in computer science, Information Systems, Data Analytics, or a related field.
  • 5+ years of experience in IT support, with at least 2 years in a senior or lead role.
  • Strong knowledge of Microsoft 365 admin, Active Directory, Windows 11.
  • Experience with service desk systems within an ITIL environment.
  • Proven troubleshooting skills across hardware, software, mobile, and network issues.
  • Familiarity with cloud administration in Microsoft Azure.
  • Familiarity with AI-powered service desk tools or an interest in leveraging AI to improve support efficiency is a plus.
  • Knowledge of PowerShell scripting or automation tools.
  • Experience with Quickbase, Lighthouse or other business applications.

At GJK, we offer ongoing training and support to help you grow and develop your skills.

GJK is an equal opportunity employer, and we encourage applications from diverse backgrounds.

Any information provided to GJK Facility Services with respect to your application will be accessible only to those involved in the recruitment process. It will be used only for the purposes of recruitment and will be held securely.

To apply for this role please click on the 'apply' link and complete the online application.

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