Service Desk Team Leader

**Service Desk Team Leader**:
**Date**:15 Jan 2025

**Location**: Macquarie Park, Australia

**Company**:Singtel Group

We don’t sit back and wait for the future to happen, we are out there crafting our own path through new technology, innovation, and investment. We are truly a challenger brand, with challenger spirit.

We are seeking a dynamic and experienced Service Desk Team Leader to join our team. In this role, you will be responsible for leading and managing a team that provides Incident Support and Request Management to a large government enterprise customer. You will oversee the daily operations of our support team, ensuring the delivery of high-quality technical support to our government clients. This position requires a blend of technical expertise, leadership acumen, and a customer-focused approach to manage an established team effectively. You will be instrumental in driving a consolidated service model in the Enterprise space, having the team work collectively across the government to provide a high-performing, scalable, and efficient operations team**.**

This role will support the delivery of the largest Federal Government Contact Centre.

**Ready to reimagine your career at Optus?**
- Lead, mentor, and develop a high-performing support team across our Gov Enterprise accounts.
- Conduct regular performance reviews, provide constructive feedback, and create individualised development plans.
- Supervise the daily activities of the support team, ensuring all tickets are handled promptly and efficiently within defined SLAs.
- Monitor service level agreements (SLAs) and key performance indicators (KPIs) to ensure targets are met.
- Maintain strong client relationships through regular communication and feedback mechanisms.
- Collaborate with other departments to ensure seamless service delivery and integration of new technologies and managed services.
- Develop and maintain comprehensive documentation of procedures and workflows.

**It starts with you**
- Prior experience in service request and incident management in the Telecommunications/IT industry.
- Successful background and experience in looking after a team as a leader or second-in-charge person.
- Strong reporting background.
- Previous experience using ServiceNow.
- Experience with Call Centre, Service Desk, Major Incident, and Request Management.
- Excellent understanding of Fixed Voice & Data Products and Mobile Products.
- Proven history of conflict resolution and change management outcomes.
- High-level communication and negotiation skills suitable for use in coaching and counselling situations.
- You must be an Australian citizen and be eligible for Federal Government security clearance.
- You must have ability to work on a Monday to Friday 7 -7 roster.

**The good stuff **
- 3 days in the office, 2 days remote - with flexible hours to suit
- Inclusive paid parental leave, up to 14 weeks for the primary care giver
- All Optus employees have access to resources, webinars and support via the ‘Parents at Work portal’
- Own your own growth by accessing an extensive online and facilitator led learning catalogue - even earn a MBA micro-credential via OptusU (University)
- Connect at work through one of our employee-led volunteer groups: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans and Yarn Network
- Vibrant campus life, variety of facilities including restaurants, cafes, gymnasium, GP, and post office
- Free Optus bus from Macquarie University Metro Station (every 6-8 minutes); morning and afternoon

At Optus, we have an ambitious goal to be Australia’s most loved everyday brand. Curious about our culture? Go behind the scenes with our people by searching #OptusLife on LinkedIn.