Service Desk Team Leader

15 hours ago

Brisbane, Australia Paxus Full time

Manage the team to ensure they are achieving their Key Performance Indicators (KPI’s)
- Conducting regular 1:1’s with your Direct Reports, conducting performance reviews and career development
- As part of a roster, acting as the Major Incident Manager to ensure the appropriate technical resources are engaged to resolve major incidents as quickly as possible and ensure appropriate communication to the IT and customer stakeholders is being managed effectively
- Building a strong rapport between your Direct reports by conducting regular team meetings and keeping it a fun place to work
- Conducting regular quality assurance assessments of your staff
- Escalation point for internal bA stakeholders such as the Technical Account Managers and Service Delivery Managers
- Reporting of individual and team performances
- Conducting Job interviews for Service Desk engineering roles
- Ensuring your Direct Reports follow the existing Incident Management and Request Fulfilment processes
- Ensuring your team members have development plans and career progression opportunities
- Staff management including, coaching, workforce scheduling, attendance checking, performance reviews, phone and ticket queue management.
- Attend/Run customer and team meetings as required.
- Tasks as required by management i.e. Own Customer Service Improvement Plan (CSIP) initiatives, Adhoc performance reporting, follow up on customer escalations as required.

**Success Criteria**
- Previous experience in managing teams of 5 ~ 15 people
- Strong understanding of ITIL v3/v4 framework (ITIL foundation certification highly desirable).
- Strong understanding of service management principles and practices
- Commercial/Business acumen
- Ability to build and maintain autonomous trusted team members with a sense of purpose.
- Strong communication skills in both written and verbal
- Ability to prioritise customer and team requirements
- Strong understanding and management of key Service Desk reporting metrics for managing performance/output and quality.
- People skills and the flexibility to be there when your team need you.
- Ownership of service and being able to drive outcomes.
- Good understanding of service management / ticketing tools.
- Inspirational leader who leads by example and values outstanding behaviour in the team.

**Job Types**: Full-time, Permanent

Pay: $100,205.52 - $125,628.36 per year

Schedule:

- Day shift

**Experience**:

- Service Management Principles and Practices: 5 years (preferred)
- service management / ticketing tools.: 5 years (preferred)

Licence/Certification:

- ITIL foundation certification (preferred)

  • Team Leader, Service Desk

    1 week ago

    Brisbane, Queensland, Australia Electoral Commission of Queensland Full time $90,000 - $120,000 per year

    To be successful in this role, you will hold the following demonstrated attributes and experience:• Demonstrated experience in applying ICT service management frameworks, including ITIL, with a proven track record of developing and enhancing teams and systems to best meet organisational targets.• Highly developed interpersonal skills and stakeholder...

  • Service Desk Coordinator

    4 days ago

    Brisbane, Queensland, Australia Queensland Parliamentary Service Full time $60,000 - $90,000 per year

    The Queensland Parliamentary Service is seeking a dynamic and client-focused Service Desk Coordinator for a 12-month temporary appointment. This role champions exceptional IT service delivery across our precinct in Brisbane and 97 electorate offices statewide—from Barron River to Currumbin and Mount Isa.About the IT Service AreaLocated within the Strategy,...

  • Service Desk Team Lead

    2 weeks ago

    Brisbane, Australia Brennan IT Full time

    **Why work for Brennan?** At Brennan, we aim to lead, not follow. One of the ways we do this is through an open diverse culture that values performance, where anyone in the team can bring new ideas to the table and see them thrive. Our people are empowered, unique, considerate, supportive, trusting, and accepting being the cornerstone of the business....

  • Service Desk Team Lead

    2 weeks ago

    Brisbane, Australia Brennan IT Full time

    **Why work for Brennan?** At Brennan, we aim to lead, not follow. One of the ways we do this is through an open diverse culture that values performance, where anyone in the team can bring new ideas to the table and see them thrive. Our people are empowered, unique, considerate, supportive, trusting, and accepting being the cornerstone of the business....

  • Service Desk Team Lead

    2 weeks ago

    Brisbane, Queensland, Australia Queensland Government Full time $90,000 - $120,000 per year

    About us The Queensland Fire Department (QFD) provides fire prevention, preparedness and response services to fire in the built and landscape environments, as well as scientific and specialist capabilities to Queensland communities. The QFD provides a multi-hazard emergency response, including road crash rescue, bushfire, hazardous material, technical and...

  • Service Desk Team Lead

    2 days ago

    Brisbane, Australia Public Sector People Full time

    State Government | 12 month contract + extension - Brisbane CBD | Immediate Start | $71.67 per hour + super - Public Sector People_ are seeking an experienced Service Desk Team Lead. You will play a key role in leading a team of Service Desk analysts and will be responsible for overseeing the day-to-day operation of the IT Service Desk. We are looking for...

  • Service Desk Team Lead

    2 weeks ago

    Brisbane, Queensland, Australia Queensland Fire Department Full time $80,000 - $120,000 per year

    Queensland Fire DepartmentStatusPermanent Flexible Full-timeClassificationAO5Salary:$103, $111,960.00 per annumDivisionStrategy and Corporate ServicesRegion/DirectorateINFO & TECHWork UnitService CentreLocation:Kedron, 4031Closing DateMidnight, 23rd September 25Reference NoQLD_QFD_21031_25Current Queensland Fire Department employees and volunteers must apply...

  • IT Service Desk Team Lead

    15 hours ago

    Brisbane, Australia Public Sector People Full time

    State Government | 12 month contract + extension - Brisbane CBD | Immediate Start | $68.92 per hour + super - Public Sector People_ are seeking an experienced Service Desk Team Lead. You will play a key role in leading a team of Service Desk analysts and will be responsible for overseeing the day-to-day operation of the IT Service Desk. We are looking for...

  • Service Desk Analyst

    15 hours ago

    Brisbane, Australia Icon Group Full time

    **Information Technology** **Brisbane** **Full Time** **Icon Group** **Service Desk Analyst - Icon Group** Join our evolving and focused service desk team based at our head office in South Brisbane. Reporting to the Service Desk Team Leader, you will provide level 1 IT Service Desk support for all divisions of our organisation globally. - We offer a...

  • IT Service Desk Analyst

    2 days ago

    Brisbane, Australia Icon Group Full time

    **Information Technology** **Brisbane** **Full Time** **Icon Group** Join our evolving and focused IT Service Desk team based at our head office in South Brisbane. Reporting to the IT Service Desk Team Leader, you will provide level one IT Service Desk support for all divisions of our organisation. This is an amazing chance to gain hands-on experience...