Service Desk Lead

Mecca Brands•Richmond, VA

About The Position

We’re looking for a driven and motivated Service Desk Lead to guide, support and develop our Service Desk Level 1 team as they deliver exceptional first-line IT support across our Retail, Support Office and Distribution Centre environments. In this leadership role, you’ll take ownership of day-to-day operations, strengthen our service culture, and ensure our team members feel equipped, empowered and supported to deliver timely, high-quality service.

Requirements

Previous experience leading a service desk or technical support team
Strong troubleshooting skills across Windows, macOS, iOS, POS systems and end-user technologies
Experience with Microsoft O365 administration (Exchange, Teams, user management, security groups, licensing)
Excellent communication skills and the ability to engage effectively with stakeholders
Strong documentation, prioritisation and incident-management capability

Responsibilities

Lead, coach and mentor the Service Desk Level 1 team, fostering a positive, customer-focused and growth-oriented culture
Oversee daily work distribution, queue management, rostering and prioritisation to ensure service targets are met
Act as an escalation point for complex or high-priority incidents, driving timely and effective resolutions
Maintain and uplift knowledge base content, support documentation and team processes
Partner with cross-functional IT teams to improve service outcomes and support continuous improvement initiatives

Benefits

Professional development programs and first-class digitised learning offering
Health and well-being initiatives
Reward and recognition programs
Access to bonus and incentive programs
Access to quarterly product allowance
Generous discount to spoil yourselves and your immediate family, as well as a generous product allowance, subject to company policy.

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