An exciting opportunity is available for an experienced Service Desk Team Leader to lead a high-performing ICT Service Desk team within a large and complex environment. This role is ideal for a customer-focused leader who is passionate about team development, service excellence, and continuous improvement.
Your new role
As the Service Desk Team Leader, you will be responsible for leading and supporting a team of Service Desk Officers, ensuring high-quality customer service and the effective delivery of ICT support services. You will drive team performance, coach and develop staff, and contribute to ongoing service improvement initiatives.
Key Responsibilities
- Lead and manage Service Desk Officer performance against established KPIs.
- Support the development and ongoing coaching of Service Desk staff.
- Contribute to service quality improvement initiatives and performance measurement strategies.
- Promote a collaborative, customer-focused team culture.
- Assist with process improvement, documentation, and operational efficiencies.
To be successful, you will have:
- Demonstrated experience leading an ICT Service Desk team.
- Strong customer service and stakeholder engagement skills.
- Experience working within a busy technical support environment.
- Excellent problem-solving, investigation, and analytical capabilities.
- The ability to prioritise workloads, meet deadlines, and work effectively under pressure.
- Experience developing procedures, knowledge articles, and support documentation.
- A current National Police Check issued within the last 12 months is mandatory
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or contact Ravindu Tharuka on (08) 7221 4181 or ravindu.tharuka@hays.com.au for further information. At Hays, we value diversity and are passionate about placing people in a role where they can flourish and succeed. We actively encourage people from diverse backgrounds to apply. If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.#3018144
About us
At Hays, we invest in lifelong partnerships that empower people and businesses to succeed. You are at the heart of everything we do. With over 50 years’ experience and a workforce of more than 10,000 people across 32 countries, we collectively put our customers, at the heart of everything we do.
Drawing on knowledge that’s unique to our scale, our commitment to understanding your needs and our ability to meaningfully innovate we are more than just a specialist recruitment business. By providing advice, insights and expertise on issues you face in today’s fast paced world of work, we’ll help you make the right decisions for tomorrow.
Looking for the right role for you?
At Hays we know that finding the right role at the right time takes careful consideration. As your lifelong career partners, we’re by your side, every step of the way.
Whether you’re seeking a new opportunity or support in navigating a career change, we bring the expertise and the connections to partner with you to help you realise your ambition.
Providing an unmatched breadth of jobs across industries and professions whilst leveraging our knowledge, employer relationships, learning opportunities and support, we can offer you roles that challenge and excite you.
Take the next step at hays.com.au
