Service Desk Team Leader

Tracking Code

4942-689

**Job Description**:
**A place to make a difference**:
In this full-time, permanent role, you'll work as a part of our Technology team in Melbourne to help us create lasting change for children everywhere. The Service Desk Team Leader plays an important role in delivering on our vision of a better world for children by overseeing, mentoring, and guiding the technical support team to ensure efficient resolution of customer issues and the highest level of customer satisfaction.
- You will make a difference by: _
- Leadership: Mentor and support the technical support team. Foster a positive team environment as well as motivate and enable the team to achieve their best performance.
- Technical Guidance: Provide technical expertise and guidance to the team for troubleshooting complex issues. Serve as an escalation point for unresolved issues. Foster learning and development opportunities for the team.
- Customer Support: Ensure timely and accurate resolution of customer inquiries and technical issues. Maintain high customer satisfaction levels by monitoring support interactions and feedback.
- Process Improvement: Develop and implement processes to improve efficiency and effectiveness of the technical support team. Identify areas for improvement and recommend solutions.
- Collaboration: Work closely with other departments such as Product Development, Quality Assurance, and Sales to ensure seamless communication and resolution of technical issues.
- Reporting: Prepare and present regular reports on team performance, customer issues, and other relevant metrics to the IT Leadership Team.

**A place to feel valued**:
Your deep expertise in providing operational support experience in customer facing roles is invaluable.
- This role requires: _
- L2 support and administration experience with:

- Windows 10/11 and Intune
- Active Directory and Entra
- SharePoint and Teams
- Microsoft 365 Apps
- L2 Network troubleshooting.
- Experience configuring, maintaining and troubleshooting IT systems.
- A strong focus on service delivery with a desire to innovate, improve process, support others, and collaborate.
- Demonstratable people leadership skills.

**A place to belong**:
We are diverse personalities, backgrounds and talents, embracing our differences as one strong and united team. We see and celebrate the unique value you bring to our organisation, and offer a range of rewards for your effort, including:

- Opportunity to work on additional projects to enable you to stretch and feel connected to programs in a different way
- Individual learning plans to help map and deliver on your career development.
- Internal employment and development opportunities
- Support for workplace wellness, including access to our free, confidential Employee Wellbeing Program
- Full salary packaging benefits (please
- Extra leave to use in a range of ways to ensure you're able to perform at your optimum

Follow this link for the full list of our employee benefits.

**Does this sound like the place for you?**

We'd love to hear from you. Submit your cover letter and resume below.

Applications close **COB,** **Monday 18**th** August 2025.**

Position Description - Service Desk Team Leader
- Save the Children Australia is a child-safe organisation. All employees are required to undergo a National Police Check, a Working with Children Check, and sign our Child Safeguarding Policy and Code of Conduct. We also support the _Inter-Agency Misconduct Disclosure Scheme_._
- Save the Children is committed to providing and maintaining a safe working environment for its employees and client groups, consistent with our obligations under OH&S legislation._
- _

Job Location

Melbourne, Victoria, Australia

Position Type

N/A

Close Date

N/A