Service Desk Team Leader

Role Overview 

This role is perfect for someone who thrives in managing teams, providing exceptional customer service, and has a deep understanding of IT Service Desk operations. The successful candidate will lead a small yet efficient team of three Service Desk Officers, ensuring the delivery of high-quality IT support services. The role is leading a night shift team over the hours of 7pm to 7am with a 4 days on, 4 days off roster, with the opportunity to work flexibly from home.  

About the Person 

The ideal candidate for this position needs experience in leading a small team in a supportive and collaborative fashion as well as providing hands on support in troubleshooting, and the resolution of major incidents, including technical bridge team calls, application support and liaising with service delivery management. The Service Desk Team Leader will also need a basic understanding of ITIL and an understanding of incident and service request.  

You will need to have exposure to core systems including Service Now, and experience with telephony-based management systems, call management and knowledge bases and have an interest in committing to a career with the organisation. 

Skills, Knowledge and Experience  

To be successful in this role, you will need: 

• 3 years of proven experience leading a small team 
• Hands on experience with major incident resolution 
• Technical understanding in Service Desk applications 
• Ability to work night shift hours 

For more information please contact Georgia Adamson, Recruitment Partner, at ***************@harrisonmcmillan.com.au or (08) 7123 3***. 

Please note – all applicant resumes must be submitted in Word format only.