Service Desk Team Leader

Monash • Clayton, NC

9d

About The Position

Step into a pivotal leadership role where you’ll shape the performance, culture, and impact of a high-performing Service Desk team. As Service Desk Team Leader, you’ll drive operational excellence across frontline IT support, ensuring every customer interaction is efficient, effective, and aligned to service standards. You’ll play a key role in uplifting team capability, strengthening stakeholder relationships, and continuously improving service delivery outcomes in a fast-paced, customer-focused environment.

Requirements

• Strong domain knowledge of Service Desk processes, best practice, and operational systems, with the ability to implement effective improvements
• Proven leadership capability, with experience motivating, developing, and managing teams to achieve performance objectives
• Demonstrated success in leading a Service Desk function, delivering high-quality, customer-focused IT support in a hands-on environment
• In-depth understanding of Standard Operating Environments (SOE) and their application within IT service delivery
• Well-developed stakeholder engagement and consulting skills, with the ability to influence, negotiate, and build trust across all levels of the business
• Excellent communication skills, both written and verbal, with the ability to provide clear advice and produce professional documentation

Responsibilities

• Lead and manage daily Service Desk operations, ensuring all support channels consistently meet performance metrics and Service Level Targets (SLTs)
• Provide proactive leadership, coaching, and professional development to team members, fostering a high-performance, resilient, and customer-focused culture
• Manage team resourcing, rostering, and workload prioritisation to maintain seamless service delivery.
• Analyse performance data and user feedback to identify improvement opportunities and implement process enhancements
• Build and sustain strong stakeholder relationships across the organisation, manage complex escalations, and ensure IT outcomes align with the broader business goals.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 1-10 employees