Technology Service Desk Team Leader

At Bunnings, you’ll make a positive difference to our business and beyond.

Bunnings is the leading retailer of home improvement and lifestyle products in Australia and New Zealand and a major supplier to project builders, commercial tradespeople and the housing industry. Operating from a network of stores, trade centres, frame and truss sites, and online, Bunnings caters for consumer and commercial customers.

By joining our passionate and diverse team, you will have the opportunity to grow, develop, have fun and make a positive difference - to our customers and the communities where we live and work.

We are seeking an experienced Technology Service Desk Team Leader to join our Bunnings Technology Team.

About The Role
As the Technology Service Desk Team Leader, you will be responsible for the establishment, execution, measurement and continual improvement of the Monday to Friday team within the Bunnings 24/7 IT Service Desk.

Leading their team members in the provision of exceptional customer service, encompassing effective assessment, escalation, resolution and follow up of all tickets and ensuring service delivery meets or exceeds agreed service levels. Additionally, you will ensure monitoring of all Bunnings IT operations and incident management activities are efficiently tracked, escalated, communicated and reported on.

You will also be responsible for:

- Assisting with the development of a problem database through the documentation of known problems and resolutions and the gathering of information that will assist with problem resolution.
- Ensuring all customers receive a high-quality experience during problem identification and resolution by maintaining a high standard when communicating either personally or verbally with our suppliers, customers internal or external and any members of the public.
- Maintaining and improving service quality through a constant cycle of monitoring and reporting on service performance and initiating actions to continuously improve service and productivity
- Analysing, reviewing and reporting service performance against monthly KPI’s
- Ensuring high availability of all IT systems and routines through system monitoring and reporting

About You
Joining a dynamic and highly collaborative team, you will bring your experience as a people leader and coach, along with exceptional problem-solving, stakeholder management, relationship building, and communication skills. Your outcome-driven approach to work, combined with your excellent organizational, prioritization, and team-building abilities, has contributed to your success in your role so far.

You will additionally have
- Extensive experience in IT Service Management capabilities
- Proven experience leading a high performing team
- Experience in Contact Centre and ticketing platforms, ideally NICE InContact and ServiceNow
- Windows, AD, Office and MySQL skills

We’re here to support you.

You’ll be part of a workplace where you’ll feel like you belong.

There's so much on offer when you're part of our Bunnings team with benefits including:
- Our flexible and informal work environment which helps bring balance between work and home.- Team discount at Bunnings, OnePass and with other Wesfarmers retailers including Kmart, Target, Officeworks and Catch.- Discounts from corporate partners (such as private health insurance, gyms, car rental) and cost price food and drinks at our Bunnings café.- 12 weeks paid parental leave, regardless of gender, annual flu vaccinations and health checks.- The opportunity to create a real difference in your local community and environment.

Join us and experience Bunnings from the other side of the counter.