Service Desk Team Leader

4 weeks ago

Sydney, Australia GrainCorp Full time

Select how often (in days) to receive an alert: Create Alert

Role: Service Desk Team Leader
Location: Sydney
Salary Range: $120,000 - $130,000 (including superannuation)

Overview

As the Service Desk Team Leader you will provide strategic and operational leadership to the IT service desk team, ensuring efficient and customer-focused support. Your responsibilities will include managing daily operations, mentoring staff, overseeing incident and request resolution, and driving continuous improvement initiatives. The role also involves collaborating with internal departments and external vendors to maintain service quality, align IT support with business needs, and consistently exceed service level targets.

Responsibilities

As the Service Desk Team Leader you will:

• Provide strategic and operational leadership to the IT service desk team.

• Manage daily operations, mentor staff, and oversee incident and request resolution.

• Drive continuous improvement initiatives and service quality improvements.

• Collaborate with internal departments and external vendors to align IT support with business needs and service level targets.

• Ensure customer-focused support and adherence to SLAs.

• Support successful project delivery related to improved service processes.

Qualifications

- Ability to manage, lead, and develop high-performing teams.
- Ability to collaborate effectively with internal teams, vendors, and global support partners
- Experience in successful project delivery of improved service processes.
- Minimum of 3 years/' experience in a Senior Team Lead or Team Leader role within an IT Service Desk
- Experience using and configuring ITSM tools, particularly ServiceNow.
- Advanced understanding of Windows 10/11 and Microsoft 365 suite.
- Sound knowledge of Active Directory, Entra ID, and Exchange.
- Proficient in generating performance reports and managing analytical requests, including advanced use of Excel functions for data analysis and export.

Benefits

- Hybrid work and flexible leave options including birthday leave
- We’re proud to be a Family Inclusive Workplace accredited employer, supporting balance, care and flexibility in every career

Ready to apply?

It’s simple — submit your application. If your background aligns, our team will be in touch for a quick chat about your experience. We’re looking forward to getting to know you

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