Service Desk Team Leader

1 day ago

Richmond, Australia Grill'd Full time

**About Grill’d**

We are so much more than just healthy burgers, we are an Australian born business that has been successfully grown by its amazing people. We are made in Australia so we support local Australian suppliers and communities. Not only are we health conscious we also have sustainability and the environment at the heart of everything we do.

We like to think of ourselves as visionaries who are leading a burger revolution, be a part of the change.

We are currently on an exciting journey of growth so there has never been a better time to join us.

**About the role**

The Grill'd Service Desk team is responsible for providing IT support to our Support Office and restaurants across the country, and resolving issues related to hardware, software and POS systems. The role of Service Desk Team Leader is to ensure that our Service Desk team is performing to the best of their ability to hit agreed SLA's while also providing teams with the best possible customer service.

Your key areas of focus will be:

- Developing talent and mentoring the team through on the job training
- Recruitment and retention of the IT Support team
- Scheduling the team and ensuring there is coverage 7 days per week
- Acting as an escalation point for user support issues and keeping stakeholders up to date with resolution efforts
- Liaise with and coordinate with suppliers for purchasing, repairs and maintenance
- Software and hardware asset management and control
- Ensuring all troubleshooting steps, case details and resolution steps are accurately recorded and actioned before closing off service calls

**What are we looking for?**
- Previous experience in a leadership role
- Outstanding communication skills, both written and verbal
- Ability to manage high volume requests and allocate workload in a collaborative and efficient manner
- A strong customer focus with a people first approach to resolving issues/queries
- High level attention to detail and time management skills
- Previous experience in an IT Support role and an understanding of technologies/solutions would be great, but not essential

**What's next?**

As a part of the onboarding process, the successful applicant will also be required to complete in-restaurant shifts to build their understanding of everything we do at Grill’d

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