Service Desk Team Lead

 Appetency Recruitment Services
 Australia, Melbourne, Victoria
 1 week, 3 days ago
  • Performance improvement and people leadership 
  • Accountability of improving service desk productivity & KPIs


The role of the Service Desk Team Lead will be lead and manage the service desk. You will be responsible for building the service desk process maturity, motivating the team and exceeding the service desk KPIs.

Reporting to the Service Delivery Manager, your role will be capture matrices data, understanding the team members motivations and exceeding the organisation level customer satisfaction matrices and KPIs.

Key Responsibility & Must haves:

  • Proven leadership experience in managing Service Desk 
  • Excellent communication and client management skills
  • Strong work ethic 
  • Exceptional time management skills
  • Strong technical IT infrastructure background

Service Desk Manager shall be responsible for leading the service desk for the organisation. The role will require you be accountable for matries across Client Satisfaction, ITIL disciplines, Incident / Problem Management, Configuration Management, Change Management, HR functions, 1-on-1s, process improvement with focus on continuous improvement

Job tasks and responsibilities

  • Ownership attitude – you will be leading (not managing) the service desk
  • Analyse tickets to identify if 80-20% rule could help reduce workload and improve overall customer satisfaftion
  • Achievement of Service desk Team’s agreed KPIs
  • Process and continous improvement
  • Problem and incident management and escalates management across
    • End user devices (i.e. desktops, laptops, thin clients)
    • Printer devices
    • Backup solutions 
    • Centralised services (i.e. SSL/domain renewals)
    • Technical client on-boarding
    • Post-project end user support
    • Adhoc firewall and network devices deployment
    • Server builds (i.e. physical assembly, base operating system installations)
    • Networking solutions (i.e. basic switch/firewall/wireless)
    • Mailbox/Office365 migrations
  • Handling escalations & ensuring escalation procedures are followed in a timely manner
  • Building and documenting escalation processes
  • Resolving escalations as well as assigning escalations to the right escalation point

People Responsibilities

  • Mentoring of staff
  • Ensure time management and timely delivery
  • Conducting 1-on-1 performance review discussion
  • Identifying team memmbers motivation
  • Boosting productivity of the team
  • Building strong relationships with the service desk and motivating the team

Service Delivery & Leadership Responsibilities

  • Leading the service desk 
  • Accountable for client satisfaction
  • Building knowledge base
  • Increasing the number of tickets resolved by team
  • Reducing the average resolution time
  • Conducting call Q&A and identifying improvement areas for the team and individuals

Education & Experience Requirements:

  • Exceptional client satisfaction mindset 
  • Proven people’s leaders 
  • Demonstrable experience in leading and improving service desk 
  • Minimum 3 years' MSP experience in leading service desks
  • Excellent client service skills, communication skills and documentation skill set 
  • Strong Experience (and preferably certifications) in VMware, Microsoft Server Suite of products and experience supporting system infrastructure (Systems, Cloud, Backup, Virtualisation and basic networking) 
  • Must have a full Driver's License and their own car to attend client sites 
  • Preferably knowledge of tools ConnectWise (PSA), Datto, IT Glue (not mandatory)

On Offer:

  • Full time role + Competitive Remuneration
  • Great culture
  • Learning and growth potential

How to apply

  • If you are on our website then please apply using the “Apply Now” button below
  • If you are NOT on our website then please apply via the link:

Other titles for this role in other organisation might be: Service Desk Team Lead, Service Desk Manager, Service Desk Lead, Service Desk Delivery Manager, Helpdesk Manager

vCIO / Virtual Chief Information Officer Information Technology - Business
( Melbourne-Forrest Hill) Airwatch Solution Architect - Mobility Solutions (MDM - Mobile Device Management) Airwatch/ Workspace ONE Solution Architect - Mobility Solutions (MDM) Information Technology
( Melbourne-Bentleigh East)

Appetency Recruitment is a specialist recruitment agency and HR Consulting organization with headquarters in Melbourne.

We are NOT "recruiters specialising in recruiting in your industry" BUT "industry professionals with years of experience working in the industry who specialise in recruitment". Thus, we have been in your shoes and can relate to the challenges you face.

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