Job Description

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IT Service Desk Team Leader

Advertiser: InterlinkedMore jobs from this company

Job Information

Job Listing Date
15 Nov 2019
Sydney, CBD, Inner West & Eastern Suburbs
Work Type
Full Time
Information & Communication Technology, Help Desk & IT Support

We are offering an opportunity to take your career to the next level as a Service Desk Team Leader.

You will be responsible for leading a team of support desk analysts and Customer Service Representatives (CSR's).

You will act as the escalation point and drive customer satisfaction through the delivery of quality services excelling on SLAs.


  • Identify root cause for major/critical incidents and, where possible, resolved or provided workarounds, suggestions and improvements to future incidents.
  • Assist with the development and maintenance of service desk procedures and other documentation as required to ensure seamless delivery of services to clients.
  • Manage & mentor your team developing their talents and areas where they can learn and grow.
  • Provide an outstanding level of service throughout the business that was timely, professional, friendly and focused on resolution.
  • Keep clients up-to-date with resolution efforts on current incidents.
  • Help the team manage the myriad of requests from their clients.
  • Work collaboratively with other members of the IT team.
  • Develop and maintain strong business relationships, setting expectations and working within established response times and KPIs.
  • Manage the Service desk to provide a single point of contact for all incidents, service and change requests.
  • Manage Prioritization of escalated incidents, including when a resolution is required across multiple third party providers.
  • Maintain ITIL processes and standards.
  • Provide team mentorship development and training activities.


  • Previous experience working as a Team Leader
  • Extensive experience working within a managed service provider environment
  • High level of Reporting & Analysis of Reports to all stakeholders.
  • Ability to manage multiple tasks & escalations concurrently
  • Positive attitude, motivation and a desire for continuous improvement
  • Excellent communication, organization & documentation skills
  • Proven experience across all aspects of Incident, Problem and Change Management
  • Strong background in process improvement and implementation
  • Use of data analysis, trending and customer voice results to implement many different processes, procedures and projects to help improve service delivery, efficiency and customer experience. 
  • Strong understanding of ITIL processes, principles and framework
  • Knowledge of Microsoft Office, Office 365, MAC OS
  • Experience working across a multi-vendor environment,
  • Strong leadership skills and ability to mentor and develop team members
  • Passion for providing great customer focus and engagement skills



  • Experience in Group policies administration
  • Desktop/laptop repairs and deployments – multi vendor
  • In-depth knowledge of Windows Server and Active Directory technologies
  • Demonstrated application support experience, preferably in a 24x7 and cloud environment
  • Change management experience, incident and problem management, including appropriate prioritising and some risk analysis
  • Excellent knowledge of Networking Fundamentals
  • Any previous experience to use monitoring and logging tools to troubleshoot and identify the problem area (infrastructure vs. application) is highly desirable
  • Experience in dealing with software third parties would be highly desirable as well

This is a rare and highly sought after new opportunity for someone who is looking to join a reputable organisation and up for a challenge.

If you have the required skills, DON'T DELAY, APPLY NOW 


The application form will include these questions:
  • Which of the following statements best describes your right to work in Australia?
  • What's your expected annual base salary?
  • How much notice are you required to give your current employer?
  • What's the highest level of ITIL qualification you have completed?
  • How many years' experience do you have as a support engineer?

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