Experienced Service Desk Team Leader Wanted

2 days ago

City of Parramatta Council, Australia beBeeLeadership Full time $100,000 - $133,928
Service Desk Team Leader Job Summary

We are seeking a seasoned Service Desk Team Leader to oversee the day-to-day operations of our Service Desk team. This is an exciting opportunity for a motivated and experienced leader to drive exceptional customer experiences, meet key performance indicators, and innovate support processes.


Main Responsibilities
  • Lead a high-performing Service Desk team in delivering top-notch customer service and support.
  • Manage ticket flow, service level agreements, and quality metrics to ensure seamless service delivery.
  • Act as the escalation point for clients and team members, providing guidance and support when needed.
  • Facilitate regular team meetings, daily standups, and one-on-one coaching sessions to foster collaboration and growth.
  • Maintain and enhance support documentation, procedures, and knowledge base to promote efficiency and consistency.
  • Monitor and report daily performance metrics to inform strategic decision-making.

Requirements and Qualifications
  • Proven experience in mentoring and leading teams, with a track record of driving business results.
  • ITIL Foundations Certification and hands-on experience with Microsoft 365, endpoint protection, or similar technologies.
  • Australian Citizenship, Permanent Residency, or at least 2 years working rights in Australia.
  • Valid drivers license and willingness to work onsite in Sydney (Parramatta office).

About Us

We offer a dynamic and supportive work environment that encourages innovation, teamwork, and professional growth. If you're a motivated and experienced leader looking for a new challenge, we encourage you to apply.

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