Service Desk Team Leader

About the role

Genuine Parts Company (GPC) is hiring a Service Desk Team Leader for its Rowville office. You will lead the day-to-day operations of a Service Desk supporting over 500 locations across Australia, New Zealand and China, working closely with the IT Service Desk Manager. The role suits someone who enjoys developing people, driving service outcomes and managing competing priorities in a fast-paced support environment. Initial training is full-time on site, then the role becomes hybrid (2 days from home, 3 days in the office).

Key responsibilities

• Lead, coach and develop a team of Service Desk Analysts, building a collaborative, high-performing culture.
• Oversee daily operations, managing resources, workloads, escalations and priorities to meet service commitments.
• Act as the main escalation point for complex incidents and major service issues.
• Build relationships with internal IT teams, business stakeholders and vendors.
• Drive continuous improvement through quality assurance, knowledge management, process enhancement and compliance activities.

Required profile

• Advantageous: previous experience leading, mentoring and developing an IT Service Desk or technical support team, including onboarding, training and performance management.
• Advantageous: experience managing Service Desk operations such as workforce planning, rostering, ticket allocation, SLAs, response and resolution targets, escalation management and ITIL practices.
• Advantageous: strong stakeholder engagement, leadership, organisational and time-management skills, and a customer-focused, results-driven approach.

Required skills

• Technical troubleshooting, incident management and problem solving.
• ITIL service management practices.
• Strong written and verbal communication with internal teams, stakeholders and vendors.

What we offer

• Excellent salary and free onsite parking at the Rowville location.
• Hybrid work (2 days WFH, 3 days in the office).
• Career development and progression opportunities.
• Staff discounts across the GPC Asia Pacific group, private health insurance discounts and an employee assistance program.
• A safety-conscious workplace, paid volunteer leave and a parental leave top-up allowance.