Service Desk Team Lead Position

4 days ago

Sydney, New South Wales, Australia beBeeCustomer Full time $80,000 - $120,000
Job Title: Service Desk Team Lead

We are seeking an experienced and skilled Service Desk Team Lead to join our team. The successful candidate will have a proven track record of leading high-performing teams, providing exceptional customer service, and driving process improvements.

The Service Desk Team Leader plays a pivotal leadership role in ensuring a customer-focused, efficient, and effective service desk operation. Reporting to the ICT Operations Manager, the position has responsibility for service team performance, service delivery outcomes, and the continuous improvement of service standards.

The role is a senior and integral part of the organization, providing opportunities to further develop skills and experience in areas of technology and team leadership as appropriate to the organization's needs. The position has a high degree of autonomy in managing the day-to-day activities required of the role, combining service excellence, team leadership, and operational oversight of all service operations within the department.

Key Responsibilities:
  • Lead, mentor, and support a team of high-performing ICT support staff to deliver first-class IT support services.
  • Oversee daily operations of the Service Desk, ensuring timely resolution of incidents and service requests in line with agreed SLAs.
  • Monitor and manage ticket flow via the ticketing system and resource scheduling with efficiency.
  • Act as a primary escalation point for complex technical issues affecting teaching, learning, and administrative operations.
  • Support the integration and use of learning technologies, student information systems, and digital classroom tools.
  • Ensure consistent and effective communication with end-users, including teaching staff, administration, parents, and students.
  • Develop and maintain ICT knowledge base articles and standard operating procedures.
  • Monitor and improve service quality through performance metrics, knowledge sharing, and proactive engagement with stakeholders.
  • Collaborate with ICT Infrastructure and Applications teams on broader technology initiatives and projects.
  • Work with external vendors to deliver seamless client outcomes and tackle challenges head-on.
  • Provide regular reporting on service desk performance and key metrics.
  • Follow up with customers on an ad-hoc basis to identify areas for improvement and provide customer feedback to the appropriate internal teams.
  • Support the ICT Operations Manager in planning and delivering ICT Initiatives.

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