Team Lead, Service Support Desk

6 days ago

Melbourne, Victoria, Australia Conduent Victoria Ticketing System Pty Ltd Full time

Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.

We're seeking a **Service Support Desk (SSD) Team Leader** to lead our Business Support Advisors and Business Support Specialists. In this pivotal role, you'll foster a collaborative, high-performance environment while ensuring exceptional customer service and operational efficiency.

You'll be responsible for team leadership, performance management, incident resolution, and data-driven reporting to support continuous improvement across the Service Support Desk.

**Key Responsibilities**:
**Customer Service Excellence**:
Oversee daily service desk operations, ensuring timely and effective handling of support requests. Maintain strong stakeholder relationships and manage service requests and work orders to meet SLAs and drive customer satisfaction.

**Team Leadership & Development**:
Lead and mentor the Business Support teams, promoting engagement and high performance. Manage rosters, leave approvals, and ensure adequate resourcing. Provide training and feedback on processes and changes.

**Reporting & Analysis**:
Generate and analyze weekly and monthly performance reports. Identify trends and areas for improvement, and make data-driven recommendations to enhance service delivery.

**Incident Management**:
Support the management of emerging issues and incidents. Collaborate with internal teams and stakeholders to troubleshoot, communicate effectively, and implement risk mitigation strategies and workarounds.

**About You**:

- Proven experience in a leadership role within a service desk or support environment
- Strong analytical skills and experience with reporting tools
- Excellent communication and stakeholder management abilities
- Ability to lead and motivate teams in a fast-paced environment
- Experience with incident management and service delivery frameworks

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.
- At Conduent we value the health and safety of our associates, their families and our community. For US applicants while we DO NOT require vaccination for most of our jobs, we DO require that you provide us with your vaccination status, where legally permissible. Providing this information is a requirement of your employment at Conduent._

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