IT Service Delivery Lead

Company :

About the Role

Due to sustainable growth, we are searching for a highly experienced IT Service Delivery Lead to lead our dynamic Level 1 IT Support Analysts

This is a permanent, full-time opportunity based out of our Archerfield office.

The successful candidate will oversee the delivery of high-quality, efficient technical support services to end-users.

We are looking for an individual who can lead with excellence, has strong technical knowledge, and thrives in a fast-paced environment.

Our new Service Delivery Lead will drive improvements in processes and maximise staff capability through ongoing training and coaching activities, working across our Enterprise and Digital landscapes.

What you'll do:

• Optimise the day-to-day call centre coverage, queue management, and ticket handling to support customer outcomes.
• Manage all people functions including Individual Development Plans, roster management, coaching, and leave management for Level 1 staff.
• Act as the first level escalation point for timely resolution of tickets and critical incidents.
• Work with senior analysts on regular incidents, impacts, and potential improvements for staff.
• Generate reports, both technical and managerial, to monitor service desk performance and communicate with senior management as required.
• Document and maintain support process knowledge material and keep the team updated.
• Provide and review the team's input into recommendations on process improvement initiatives and implement as appropriate.
• Manage Priority Incidents for the company, coordinate staff and communicate updates
• Manage and track IT assets and their  allocation to Users, also monitoring spend and budget

Why Hastings Deering?

At Hastings Deering, our people are our heart – from their first day with us right up to their last.

As one of the top Caterpillar dealers globally and part of the Sime Darby network, you'll have access to extensive and borderless career development opportunities and enjoy an internationally recognised work culture.

Whether you're looking to take your career to the next level or achieve more balance in your schedule, we offer diverse opportunities for talented professionals to join our team and start something big.

You'll have access to:

• Opportunities for training, mentorship, and career development specific to your role.
• Competitive remuneration package and annual salary reviews
• A supportive, diverse, and inclusive team spread across Australia and internationally.
• Access to growth opportunities at a regional, national, and international level through our global Sime Darby network.
• Dedicated programs and utilities to support your physical, mental, and financial health, such as our Employee Assistance Program, free health checks, and discounted private health insurance.
• Employee discounts, rewards, and incentive programs.
• Paid parental leave options
• Salary continuance insurance

About You

A successful teammate will have experience in:  

• Tertiary qualifications in Information Technology and/or Management.
• 3–5+ years' experience as a Service Desk Team Leader or in IT Service Management within a similar role.
• Demonstrated experience with all aspects of service desk operations, including people management, reporting, rostering, process documentation, and escalation management.
• Sound knowledge of MS Windows 7/10, MS Office (2013/2016), O365 Admin Console, VPN, Lotus Notes, Internet Explorer, and network connectivity fundamentals.
• Strong oral and written communication skills to ensure clear and accurate communication with all stakeholders.
• Effective negotiation and problem-resolution skills.

To Apply: Hit the 'Apply Now' button

Enquiries: Please call

Contact Person: Brianna Smith –

About Hastings Deering

Hastings Deering is one of the top 5 Caterpillar dealerships globally. We sell, rent, and offer support and parts distribution services for Cat products across a range of industries, including resources, general construction, civil transport and commercial construction, power systems, government, primary industries and marine. 
 
We have more than 3,500 employees across 23 business service centres throughout Queensland, Northern Territory, Papua New Guinea, the Solomon Islands and New Caledonia, with our headquarters based in Brisbane, Australia.