Service Desk Team Lead

3 days ago

Sydney, Australia GWF Full time

George Weston Foods make and supply some of Australia & New Zealand's favourite and most innovative brands and products. GWF's product range is diverse and includes leading brands of breads, baked goods, smallgoods, dips, flour, milled products, animal feed and hygiene solutions. We are one of ANZ's largest food manufacturers employing over 6000 people, across 50+ sites. Our businesses are diverse and include Tip Top, DON, MAURI, Yumi's and Jasol, supported by a corporate /shared services function.

GWF is a wholly owned subsidiary of Associated British Foods plc, a diversified international food, ingredients and retail group with sales of £15.4bn, 133,000 employees and operations in 53 countries around the world.

**The Role**: An exciting opportunity has arisen for a driven and passionate Service Desk Team Lead to join our Information Services team in North Ryde. You'll manage the day-to-day operations of the IS Service Desk, whilst leading, inspiring, and developing a team of 4 service desk analysts. The successful applicant will be able to demonstrate their exceptional customer service levels through their ability to take ownership and accountability for delivering the best possible outcomes to GWF employees.

**On a day-to-day basis, you will**:

- Timely monitor and escalate all incidents and service requests in the ITSM queues
- Handle escalated client problems, queries and complaints in an effective and timely manner better than agreed customer SLA's
- Demonstrate constructive leadership, building a team of accountable people who can deliver the business goals
- Develop, engage, and support your team members on a daily basis and in monthly 1:1 meetings to share performance feedback and discuss progress towards development plan

**About You**:

- Minimum 3 years Desktop Support/Field Service experience
- Tertiary qualifications in business or technology disciplines are highly favoured
- ITIL Foundation Certificate
- Strong understand of how to deliver customer focussed outcomes
- Proven analytical and problem-solving skills to support the team when system issues arise
- Proven ability to inspire a team to deliver in the face of adversity, whilst being able to have challenging conversations and preserving relationships.
- A passion for building relationships, with strong written and oral communication skills to develop effective relationships with stakeholders at all levels of the organisation

**What's on offer at GWF**:
You'll join a supportive team where you can broaden your experience in a fast-paced environment. We offer a competitive remuneration package, flexible work environment, free product daily, company paid parental leave, income protection insurance through our default Super fund, discounted private health insurance, access to novated leasing and study assistance.
Our people are the heart of business and are led by our four key values; Safe, Courageous, Trusting and Collaborative. By supporting their ability to work effectively and providing them with the tools they need to succeed, we are ensuring that we are the kind of company where talented people of all backgrounds want to work. Across our organisation, we're creating a workplace where collaboration is important, courage is rewarded, trust is expected, and a strong safety mindset is the norm.
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