Service Desk Team Leader | NSW Metro
16-Mar-2026
FHL/1914121
NSW Metro
| Category: | Information Technology |
| Position Type: | Full Time |
| Attachments: | No File Attached |
| Application Close Date: | 13-Apr-2026 |
Job Description
We are seeking an experienced Service Desk Team Leader to lead and elevate our IT Service Desk function. This role is critical in delivering an exceptional customer experience to internal stakeholders while ensuring the effective support and operation of our information systems, applications, and telecommunications.
Reporting to the Head of IT Infrastructure & Operations, you will act as a hands-on leader, technical escalation point, and mentor to the Service Desk team, while driving service excellence, SLA performance, and continuous improvement across IT service delivery.
Key Responsibilities
- Lead the day-to-day operation of the IT Service Desk, providing 1st and 2nd level support across multiple channels
- Act as the escalation point for complex incidents and major issues
- Own end-to-end incident, problem, and escalation management in line with ITIL frameworks
- Ensure SLAs, KPIs, and CSAT targets are consistently met and improved
- Coach, mentor, and develop Service Desk Analysts, including performance management and training plans
- Monitor ticket quality, knowledge base usage, and same-day resolution rates
- Partner with IT leadership and the wider business during major incidents and IT projects
- Assist with IT projects, vendor coordination, asset management, and administrative tasks
- Promote a strong customer-centric culture and continuous improvement mindset
What We Are Seeking
- 1–2 years' experience leading a Service Desk team using ITIL methodologies
- ITIL certification (essential)
- Strong technical knowledge of Microsoft operating systems and Office suite
- Experience providing 1st and 2nd level IT support in a fast-paced environment
- Ability to lead, coach, and motivate a team while remaining hands-on
- Excellent communication skills with the ability to engage technical and non-technical stakeholders
- Strong organisational skills and ability to manage competing priorities
- Experience in a retail or multi-site environment (highly regarded)
- Basic networking knowledge and exposure to systems administration, ERP or POS support (desirable)
In Return We Offer
- The opportunity to lead a critical IT function within a dynamic retail organisation
- A collaborative and supportive IT leadership team
- Exposure to enterprise-scale systems, projects, and vendors
- Ongoing learning, development, and leadership growth opportunities
- A role where your ideas, initiative, and impact will be valued
If you are a customer-focused IT leader who thrives on developing people, solving problems, and improving service outcomes, we'd love to hear from you.
