Service Desk Operations Supervisor
About The Position
This role leads the Knowledge Team and Service Desk phone agents to deliver consistent, high-quality frontline support while continuously improving how services are delivered. It involves keeping customer needs at the centre, guiding the team through day-to-day operations, monitoring performance, and ensuring policies and standards are followed. As the role oversees people and operational workflow, previous experience as a team leader is essential to effectively coach team members, review work, and support a positive performance culture. The environment is fast-paced and full of competing priorities, requiring someone who can juggle multiple tasks, negotiate workable timeframes, and keep things moving even when unexpected issues arise. The role also demands strong situational awareness, anticipating impacts from broader initiatives, staying across emerging technologies, and responding flexibly to shifting business needs. Clear communication, sound judgement, and the ability to resolve escalations calmly and efficiently are key to ensuring smooth service delivery and positive customer outcomes.
Requirements
- Strong problem-solving abilities to navigate complex challenges and adapt to evolving situations.
- Proven leadership qualities, including the ability to motivate and inspire others to achieve shared goals.
- Demonstrated flexibility and adaptability to thrive in a fast-paced and dynamic work environment.
- Extensive experience in a contact centre environment with sound knowledge of information technologies and experience supporting technologies.
- Ability to keep up to date with current and emerging technologies and industry trends.
- Experience in Knowledge Management Systems implementation from requirements gathering to implementation.
- Expertise in deploying and maintaining knowledge solutions and tools.
- Appropriate tertiary qualifications or demonstrated, relevant professional experience.
- Must be an Australian or New Zealand citizen or permanent resident or hold a valid Australian working Visa for the duration of the appointment.
- Subject to standard pre-employment checks, including a criminal record check.
Nice To Haves
- achieving objectives.
Responsibilities
- Lead the Knowledge Team and Service Desk phone agents.
- Deliver consistent, high-quality frontline support.
- Continuously improve how services are delivered.
- Keep customer needs at the centre.
- Guide the team through day-to-day operations.
- Monitor performance.
- Ensure policies and standards are followed.
- Coach team members.
- Review work.
- Support a positive performance culture.
- Juggle multiple tasks.
- Negotiate workable timeframes.
- Keep things moving even when unexpected issues arise.
- Anticipate impacts from broader initiatives.
- Stay across emerging technologies.
- Respond flexibly to shifting business needs.
- Resolve escalations calmly and efficiently.
Benefits
- Flexible working options
- Varied and impactful projects
- Vibrant, diverse team culture built on collaboration, inclusion and support
- Workplace where everyone belongs
- Balance work, life and wellbeing
- Support for applications from people with disability
- Accommodations or adjustments during the recruitment process
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
