Service Desk Team Leader

About us

At Auto & General (A&G), we provide great products and services to safeguard our customers in their time of need. Our range of general insurance products protect customers on the road, at home and on holiday with various Car, Motorcycle, Home, Contents, Pet products as well as Roadside Assistance.

Our culture of ‘high performance with high integrity’ underpins our values and the way we interact with our customers, the community and each other. We’re excited about the future and we’re always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia’s best insurer! If this sounds like you, apply today.

Purpose of the Role

The Service Desk Team Leader provides operational leadership in managing Team performance and the delivery of day-to-day frontline technology support services, as part of the reliable delivery of the technology systems and tools that underpin Auto & General’s business operations.

Position Accountabilities

• Coordinate incident allocation and closure for efficient service delivery.
• Monitor incident progress and escalate issues as per protocol.
• Provide timely status updates to users.
• Manage incident and technology change communications effectively.
• Act as internal technical support.
• Develop and maintain Service Desk knowledge base and procedures.
• Drive continuous improvement in service practices.
• Ensure timely escalation of incidents.
• Serve as main escalation point and resolve issues.
• Interface between users, Tech Teams, and service providers.
• Maintain compliance with company policies and procedures.
• Perform additional relevant activities as required.

Knowledge and Experience:

• 3-5 yrs Service Desk exp, plus 3+ yrs Team Leader exp.
• Relevant tertiary qualifications/certifications.
• Strong communication, translating technical incidents effectively.
• Proficient troubleshooting and problem-solving.
• Exceptional customer service and time management skills.
• Leadership experience, coaching and developing teams.
• Demonstrated ability to develop, document, and implement policies.
• Capacity to influence teams towards targets and high standards.

Our Perks

• Location – Our office is conveniently based in Toowong Village shopping centre - a city fringe location with access to retail, restaurants, various parking options and public transport. Alternately, our North Lakes and Kawana sites have secure free parking and access to transport.
• Extra leave - Enjoy additional leave days on us! You’ll receive a paid ‘ME’ day and one paid volunteer leave day annually. Team members can also purchase up to two additional weeks of leave per year.
• Paid parental leave - We support our new parents with paid parental leave and other benefits.
• Workplace giving - If you’re passionate about a cause, then we are too – we offer workplace giving and we’ll dollar match your donations to registered charities.
• Development opportunities - We’re championing your development with internal programs and access to a wide range of online courses.
• Employee discounts - You’ll receive discounts on Budget Direct insurance products.
• Reward and recognition - We reward high performance with employee recognition, reward and incentive schemes.
• Onsite facilities – There are excellent end-of-trip facilities on offer and private spaces for nursing mothers.
• Get social - Join our vibrant social and community activities including annual celebrations, family fun days and regular events across each of our sites.

If you are seeking a new challenge and would enjoy the opportunity to work in a growing and changing business, click on the APPLY NOW button and submit your application.

Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.

*A note from Auto & General to recruitment agencies: We politely ask that you avoid making any approaches or sending any unsolicited resumes to our Recruitment Team or Hiring Leaders across our business. Auto & General is not responsible for any fees related to unsolicited resumes.