Service Desk Lead

Who We Are

We leverage technology to help purpose-driven organisations maximise the positive impact they have on society.

We have a group of businesses that provide branding, digital strategy, crafted websites, tailored CRMs, integration and custom development for commercial and not for profit organisations. These businesses include Heartburst (charity focus), Day3 Solutions (commercial focus) and Generous (donation platform SAAS solution).

Our team is a blend of creative thinkers, tech innovators, and heartfelt visionaries dedicated to helping those who help others. If you're looking to contribute to meaningful projects and work with a purpose-driven team, you've found your next opportunity

Role Description

We are seeking a mid-to-senior-level Service Desk Lead to spearhead our WordPress support services. This role involves managing service requests, ensuring a high customer satisfaction, coordinating with project teams, driving continuous improvement, optimising processes, and reporting on service performance. If you have a strong background in WordPress support, with excellent problem-solving skills and the ability to lead service operations, we invite you to apply and help elevate our service desk to the next level.

What You'll Be Working On

• Managing and prioritising WordPress service requests to ensure timely resolution.
• Coordinating DNS and hosting-related support tasks for WordPress environments.
• Overseeing WordPress updates, including core, themes, and plugins, to maintain platform stability.
• Identifying, diagnosing, and resolving technical issues related to WordPress sites.
• Managing the monitoring solution and responding to alerts during business hours.
• Collaborating with project teams to allocate resources effectively for support tasks.
• Driving continuous improvement of the service desk through process optimisation and best practices.
• Developing and implementing process improvements to enhance service efficiency and customer experience.
• Preparing and delivering performance reports for internal stakeholders and external clients.

The Tech You'll Use

• WordPress (core, themes, plugins, and customisations).
• WHMCS for client management, billing, and DNS-related tasks.
• Web hosting platforms (e.g., Synergy, A2, Conetix).
• Jira Service Desk for ticketing and service desk operations.
• CheckMK for monitoring performance and uptime.
• Reporting tools (e.g., Excel, Power BI, or similar for performance metrics).
• Knowledge of HTML, CSS, JavaScript, SQL, and PHP for troubleshooting and customisations.

What We're Looking For

• 5+ years of experience in IT support, with at least 3 years focused on WordPress technology.
• Proven ability to manage and resolve complex WordPress-related service requests.
• Strong understanding of web hosting environments and WHMCS functionality.
• Expertise in performing WordPress updates and troubleshooting issues.
• Experience in driving continuous improvement and process optimisation in a service desk environment.
• Proficiency in creating and presenting performance reports for internal and external audiences.
• Excellent problem-solving skills and a proactive approach to issue resolution.
• Strong communication skills to coordinate with project teams and stakeholders.
• Ability to work independently and manage service desk operations without direct team supervision.
• Experience with Jira Service Desk.
• Team leadership experience.

Why You'll Love It

• You'll be part of a transformation team delivering real change.
• You'll work in a flexible hybrid environment with supportive leadership.
• You'll contribute to a purpose-driven organisation that values trust, collaboration, and empowerment.

Why Join Us?

• Growth Opportunities: We support professional development and career growth through a planned process and competency framework.
• Flexible Working: We offer a hybrid and flexible work environment.
• Purpose-Driven Work: A purpose-driven workplace where most of our projects have a direct positive impact on society through the organisations we support.
• Values driven Organisation: Our team are strongly aligned with our values (integrity, impact, excellence, relationship, innovation, community and growth)
• Variety: The opportunity to work with a diverse portfolio of clients, including charities, not-for-profits, and commercial enterprises.
• Innovation: We work on diverse projects that strive for innovation and excellence in execution, making each project rewarding.
• Competitive Package: Competitive salary based on experience and talent.
• Great Team: We have built a great team working with great technology and great clients. Based in Blackburn North with free parking and hybrid work options.

Ready to Make a Difference?

If you have a strong background in WordPress support and have the ability to lead service operations, we invite you to apply and help elevate our service desk to the next level.

Job Type: Full-time

Work Location: Hybrid in Blackburn North, VIC 3130

Application Deadline: 3pm, 29 Aug 2025