Team Leader Service Desk

About the role

The Service Desk Team Leader will lead day‑to‑day operations of a dynamic Service Desk supporting over 500 locations across Australia, New Zealand and China. Based in Rowville, the role starts with full‑time onsite training and then moves to a hybrid work arrangement.

Key responsibilities

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

Required profile

• Proven experience leading, mentoring and developing an IT Service Desk or technical support team.
• Strong technical troubleshooting, incident management and problem‑solving abilities.
• Excellent stakeholder engagement and communication skills.
• Professional attitude, resilience, accountability and a customer‑focused mindset.

Required skills

• ITIL service management practices
• Incident management and escalation handling
• Service Desk operations, workforce planning and rostering
• SLA performance monitoring and ticket allocation

What we offer

• Staff discounts across the GPC Asia Pacific group
• Private health insurance discounts
• Employee assistance program
• Safety‑conscious work environment
• Parental leave top‑up allowance
• Paid volunteer leave