- Join a leading Australian cyber security and managed technology services provider supporting organisations nationwide
- Work with a collaborative and high-performing team in a fast-paced, growth-focused environment
- Enjoy a flexible work arrangement that promotes work-life balance and productivity
About the Role
The Service Desk Team Lead is accountable for ensuring L1 and L2 engineers resolve incidents within SLA, maintain healthy queue flow, follow service management processes, and continuously develop capability through the Staff Enablement Model. The role manages the L1 and L2 service desk team, working collaboratively with the Engineering Team Leader to drive shift-left capability building and maintain operational service delivery. The role reports to the Technical Operations Manager.
To be succesful in this role, you will demonstrate strong operational discipline through effective queue management, SLA achievement, and adherence to processes, while leading team performance through coaching, capability development, and accountability. You will also work closely with Engineering and Service Management leaders to drive collaborative problem-solving and deliver sustainable service improvements.
Key Responsibilities:
Operational Service Delivery
- Ensure incidents are resolved within SLA, maintaining strong queue health, effective triage, and high first contact resolution rates.
- Coordinate timely responses for VIP, critical, and major incidents while balancing workloads and maintaining BAU service delivery.
- Drive operational excellence through proactive risk identification, accurate knowledge base management, and effective service transitions/onboarding support.
Workforce Planning & Roster Management
- Maintain seamless service continuity through effective shift handovers and consistent operational coverage.
- Ensure adequate staffing and service standards across all operating hours for both Service Desk and Field Technicians.
- Identify and escalate roster gaps or resource constraints early, providing practical recommendations to support operational stability.
Service Management Process Compliance
- Ensure adherence to Incident and Change Management processes, including accurate documentation, communication, and escalation practices.
- Maintain high standards of ticket quality and process compliance aligned with Knowledge Base requirements.
- Collaborate closely with the Service Management Lead to support governance, consistency, and continuous process improvement.
Team Performance via Staff Enablement Model
- Support Service Desk Engineers through regular coaching, performance conversations, and achievement of goals and objectives.
- Foster continuous improvement by encouraging capability building, learning and development, and service enhancement initiatives.
- Recognise high performers and proactively address performance concerns through early escalation and evidence-based management.
Personal Performance & Professional Standards
- Achieve personal goals and contribute to measurable Continuous Service Improvement initiatives.
- Demonstrate company values through accountability, transparent communication, and fostering a psychologically safe environment.
- Build and maintain strong collaborative relationships with operational and technical leadership teams.
Key Competencies & Experience
- 4–6+ years’ experience in Service Desk operations with progression across L1 and L2 support roles
- Previous Team Lead or supervisory experience with coaching, performance management, and team development
- Strong operational focus on SLA compliance, queue management, and process adherence in fast-paced environments
- Solid technical knowledge across Windows, M365, Active Directory, networking, and Service Desk technologies
- ITIL V4 certified with practical experience in incident, problem, and service level management
- Strong analytical and problem-solving skills with the ability to identify trends and operational risks
- Advanced experience with Service Desk platforms such as ServiceNow, including reporting and workflow management
- Experience in major incident coordination, acting leadership, or quality assurance is highly regarded
- Certifications such as CompTIA Network+, Security+, or Microsoft certifications are advantageous
