Service Desk Team Lead

2 weeks ago

Brisbane, Australia Hudson Australia Full time

We are seeking a highly motivated and experienced Service Desk Team Lead to join our client's dynamic and growing organisation.

As the Service Desk Team Lead, you will be responsible for managing a team of 5 Service Desk Analysts and ensuring the smooth operation of our service desk function. Your primary focus will be to enable improved business outcomes through management of the Service Desk using internal and external resources to exceed agreed service levels.

**Key Responsibilities**:

- Proactively drive company safety, environment, and quality policies, ensuring compliance with Management Plans and OH&S legislative requirements to maintain a safe workplace.
- Manage and lead a team of Service Desk Analysts, overseeing productivity, escalations, quality of work, coaching, training, and performance management.
- Maintain asset and configuration item management, including inventory management.
- Manage and improve the ticketing system (Freshservice) to ensure efficient incident management, problem management, root cause analysis, and change management.
- Monitor service level performance and take proactive measures to prevent breaches.
- Contribute to the knowledge base by creating and updating documentation and user guides.
- Organize scheduled site visits to project sites.
- Develop and foster relationships with key business stakeholders.
- Generate regular reports and metrics on team performance against service delivery targets.
- Analyze ticket types, volumes, and sources to identify strategies for reducing workload and opportunities for automation.
- Drive improved customer satisfaction through effective leadership and service excellence.

**Qualifications and Experience**:

- Minimum of 2 years' experience in a service desk lead/management role.
- ITIL V3 Foundation certification required.
- Strong technical and procedural knowledge in technology lifecycle management, with a focus on configuration, testing, and change management.
- Experience supporting Office365 and hybrid cloud environments preferred.
- Excellent problem-solving abilities and the ability to work collaboratively in a solution-focused team environment.
- Outstanding communication skills (telephone, face-to-face, and written) with the ability to translate business needs into technical terms.
- Strong team player who excels in a fast-changing environment, delivering accurate, timely, and professional outputs.
- Ability to negotiate successfully with integrity and respect.
- Relevant experience in the civil, mining, and/or construction industry highly desirable.
- Experience managing interstate team members is a plus.

**Other Requirements**:

- Ability to travel locally or interstate (driver's license required).
- Availability for critical support and maintenance outside office hours as needed.
- Willingness to be the point of escalation after hours for the Service Desk team.
- Flexibility to be on a rostered after-business-hours on-call schedule (optional).

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