Service Desk Team Lead

**Transformative digital solutions take more than IT expertise. They take a partner you can count on. With an eye for precision and the vision to help you progress. Who can move quickly to find the right ways forward - so that you’re always ahead of tomorrow.**

**THE OPPORTUNITY**:
We are excited to announce a new opportunity for a Service Desk Team Leader to join our growing team in our Adelaide CBD offices. As the face of the NRI National Service Desk, you will play a pivotal role in managing and supporting our service desk team, serving as the point of escalation for queries and requests. Previous experience in a similar leadership role is essential, and Australian Citizenship is required due to security clearance requirements.

**Key Responsibilities**:

- Monitor and manage service support team performance, ensuring clear understanding of objectives.
- Collaborate with the Service Desk Manager to develop and maintain effective documentation of support processes, procedures, and work instructions.
- Facilitate the effective resolution of customer service requests, incidents, calls, and interactions while prioritizing customer satisfaction.
- Serve as a point of escalation and provide coaching and mentorship to the support team.

**Your Technical Skills**:

- Demonstrated leadership experience in a Call Centre or Service Desk environment.
- Familiarity with ITIL principles; ITIL Foundations Certificate desirable.
- Strong stakeholder management skills with a collaborative approach to work.
- Ability to drive engagement and foster a positive team culture.
- Experience in coaching and performance management.

**Who You Are**:

- Full Australian Work Rights and based in Adelaide.
- Driven by career advancement and achievement.
- Customer-focused with a commitment to delivering results.
- Adaptable and thrive in dynamic environments.
- Excellent presentation, coaching, and training abilities.

**Join Our Team**: If you are a motivated leader with a passion for delivering exceptional service and driving team success, we want to hear from you Don't miss this opportunity to take the next step in your career and contribute to our dynamic service desk team.

**WHO IS NRI?**

We’re that partner for countless businesses. Designing, implementing, and managing digital solutions that are as personalised as they are progressive. That open the doors to greater digital success - across business, government and beyond.

We deliver everything from business strategy and consulting through to infrastructure and managed IT services. We’re backed by a global reach that makes us a truly game-changing alternative in the digital services space - with local decision-making and authority. And we’re powered not just by technology, but by passionate people who are fearlessly committed to getting it right for our customers.

Transformative digital solutions take the right team, making the right moves at the right time. You’ve found yours with NRI

The smart, career focused and determined people who work for NRI flourish in a culture that empowers them to achieve customer outcomes and gives them a sense of ownership for the development of the company.

**WHAT’S IN IT FOR YOU?**

In exchange for your exceptional technical skills, customer focused performance & out of the box thinking you’ll be rewarded with a career changing experience only consulting can provide.
- Unwavering focus on professional development
- Diverse & challenging project work
- Paid certifications
- Flexibility to juggle what’s important to you with work
- Committed health & wellbeing plan
- Competitive salary packages
- Corporate partnerships

**Additional benefits**
- Option to work remote up to 3 months overseas or 6 months interstate (if your role allows)
- Work Hybrid
- Access to WHEREFIT - exclusive discounts to leading fitness and wellbeing brands
- Free confidential access to Employee Assistance Program
- Salary sacrifice & Novated Leases
- Access Learning & Development opportunities
- 12 weeks paid parental leave

**DIVERSITY & INCLUSION**

We value our collaborative culture and work together to support a variety of community organisations and social issues.