Team Leader (Service Desk & Desktop)

2021 Kinetic IT•Perth, WA

6d•Onsite

About The Position

We currently have an exciting Team Leader (Service Desk & Desktop) opportunity supporting on of our customer based in Perth CBD. In this role, you'll lead a close-knit team of around 13 people across two key functions—a customer-facing Service Desk and an Enterprise Operations team. It's a hands-on leadership role where you'll support, mentor, and develop a mix of Service Desk Technicians, Associate System Engineers, and Trainees, helping them build their skills while delivering a great customer experience. You'll need to be comfortable switching between front-of-house service delivery and back-of-house infrastructure operations, balancing customer needs with operational priorities. Working closely with a national service team, collaboration and clear communication are essential. We're looking for someone who can set clear expectations, hold their team accountable for quality, productivity, and professional conduct, and confidently address performance issues when needed. Just as importantly, you'll bring a genuine coaching mindset, using regular feedback, quality assurance, and structured development to help your team grow and succeed. This is a full-time, permanent position based in the office five days a week.

Requirements

Previous experience in a Team Leader role within a managed services or outsourced IT environment, with a strong understanding of SLA frameworks and contractual performance targets.
Proven ability to set clear expectations, coach team members, and hold them accountable for performance, quality and professional standards.
ITIL Foundation certification is essential, along with a solid understanding of IT Service Management (ITSM) frameworks and best practices.
Hands-on experience with ServiceNow and exposure to technologies such as Logic Monitor, Microsoft 365, AWS Connect, and server patching tools and processes (e.g. SCCM/MECM, Intune, WSUS or similar).
Excellent communication and stakeholder management skills, with the ability to remain calm under pressure and maintain a high level of attention to detail.
A collaborative approach, with the ability to work autonomously when needed and a willingness to share knowledge and support the wider team.

Responsibilities

Monitor, prioritise and delegate work to ensure tickets and tasks are actioned within agreed service levels.
Support the day-to-day operations of the team, including ticket management, ticket health and knowledge management.
Coach, mentor and support team members, including onboarding and developing new team members and trainees.
Set clear expectations and hold the team accountable for quality, productivity and professional standards.
Act as the first point of escalation for both the team and customers, ensuring issues are resolved effectively.
Drive quality assurance initiatives and provide regular feedback to support continuous improvement.
Contribute to key people processes, including performance reviews, goal setting and development planning.
Build strong relationships with stakeholders and communicate confidently, even in high-pressure situations.