Service Centre Team Leader

Job Description
KPMG has been appointed as the learning services partner to The Skills Academy - an exciting and innovative approach to skills development for the WA public sector workforce. This one sector approach to learning will deliver a comprehensive suite of courses via a new intuitive and modern technology platform to more than 35,000 staff across 56 participating agencies.

Developed in partnership with more than 150 subject matter experts from across the WA public sector, 120 courses will be designed specifically for the WA public sector context. Courses will cover a wide range of skills and foundational knowledge required of a modern public sector workforce.

Your opportunity
The Service Desk Team Leader oversees the day-to-day operations of the Service Desk within the Learning Managed Service, ensuring the delivery of a high-quality, efficient, and learner-centric support experience.

The Team leader provides supervision, coaching, and escalation support to a team of Service Desk Consultants while maintaining service levels across phone, email, and ticketing channels. This role plays a key part in workforce planning, quality assurance, continuous improvement, and driving consistent standards across the Service Centre.
Please note this is a 12-month fixed term contract.
Key Responsibilities

• Lead, coach and support a team of Service Desk Consultants to meet daily operational targets.
• Manage daily huddles, team briefings, and communication updates.
• Oversee daily call, email, and ticketing volumes to ensure timely responses and achieve performance measures.
• Manage skill-based routing and queue performance in Microsoft Teams.
• Conduct regular quality assurance reviews in line with a Quality Management Framework.
• Identify recurring issues, trends or training needs and implement improvement actions.
• Act as the first point of escalation for the Service Desk on complex issues across bookings, event management, systems and Learner concerns.
• Produce daily/weekly updates on performance measures, ticket ageing, enquiry categories and Service Desk quality.

Key Skills And Experience

• Experience in a Service Desk, contact centre, or customer-support environment.
• Prior experience overseeing staff, mentoring others, or acting as a senior team member.
• Strong communication skills (verbal and written).
• Proficiency in Microsoft Teams and Office 365 tools.
• Experience with ticketing systems.
• Ability to analyse data and translate it into actionable insights.

Additional Information
Desirable experience

• Experience in the learning, training, education or Learning Managed Services environment.
• Exposure to event coordination, course administration or workforce development programs.
• Experience designing and maintaining Standard Operating Procedures.

KPMG is a professional services firm with global outreach and deep sector experience. We work with clients across an array of industries to solve complex challenges, steer change and enable growth.

Our people are what make KPMG the thriving workplace that it is and what sets us apart is that we know great minds think differently. Collaborate with a team of passionate, highly skilled professionals who've got your back. You'll build relationships with unique and diverse colleagues who will provide you with the support you need to be your best and produce meaningful and impactful work in an inclusive, equitable culture.

At KPMG, you'll take control over how you work. We're embracing a new way of working in many ways, from offering flexible hours and locations to generous paid parental leave and career breaks. Our people enjoy a variety of exciting perks, including retail discounts, health and wellbeing initiatives, learning and growth opportunities, salary packaging options and more.

Diverse candidates have diverse needs. During your recruitment journey, information will be provided about adjustment requests. If you require additional support before submitting your application, please contact the Talent Attraction Support Team.

At KPMG every career is different, and we look forward to seeing how you grow with us.