Service Desk Team Lead

About the role

The Service Desk Team Lead will oversee a group of technical executives delivering L1 support for desktop, laptop and network issues. Based in Sydney, the role ensures high‑quality service delivery, manages customer escalations and drives continuous improvement across the service desk.

Key responsibilities

• Supervise day‑to‑day operations of the service desk team, including resource and performance planning.
• Coach, mentor and develop team members to close skill gaps and improve productivity.
• Own all customer escalations, resolve complaints and maintain compliance with processes and knowledge‑base standards.
• Collaborate with operations managers to secure training, tools and other resources.
• Conduct quality assessments, track performance trends and implement improvement initiatives such as Six Sigma or Lean projects.
• Communicate process updates, targets and governance requirements to the team.

Required profile

• 2‑3 years of experience in a service desk or technical support environment.
• At least 1 year of experience leading a technical team.
• Engineering, Computer Science or related technical degree; ITIL certification preferred.
• Australian work rights (valid visa or citizenship).

Required skills

• Windows operating systems (XP‑10) and Microsoft Office suite.
• Mobile platforms: iOS, Android, Windows.
• Registry editing, patch management, virus remediation, security and encryption tools.
• VPN, networking fundamentals and Remote Desktop Connection.
• Strong verbal and written communication, decision‑making and analytical abilities.