Global Service Desk Lead — ITIL, Jira & Multi-Region Support

Fitness First; Brisbane; Hybrid; AUD 110,000 - 150,000; Full time

Benefits offered by this job

Complementary gym membership

Hybrid work model (60/40)

Onsite cafe

Anniversary leave

Recognition program

Employee discounts

Employee Assistance Program

Job summary

Fitness and Lifestyle Group is seeking a Service Desk Team Lead to manage a mixed onshore and offshore team across multiple time zones. You will drive Jira Service Management operations, triage incidents, and coordinate resolutions with stakeholders.

You’ll shape improvements using ITIL 4 practices and AI-assisted automation, while owning CMDBs, knowledge base, and shift-left initiatives to enhance service delivery and security compliance.

Qualifications

• Experience in a service desk or technical support role delivering high-quality internal user support.
• Leadership experience managing a team in an IT environment, incl. line management of engineers and analysts.
• Experience managing offshore teams across multiple countries/time zones with an outsourced provider.
• Hands-on experience with Jira Service Management or a similar ITSM platform.
• Knowledge of ITIL 4 configuration management and knowledge management; understanding change enablement impact on operations.
• Strong technical knowledge of Windows 11, Intune, Entra ID, Microsoft 365, Defender for Endpoint and Teams Rooms.

Responsibilities

• Run daily Service Desk operations in Jira Service Management with triage, prioritisation and queue management.
• Lead, coach and develop onshore and offshore teams with rosters across time zones.
• Line manage Level 2 Support Engineers and align backlog with priorities.
• Meet monthly with offshore provider’s account manager to review performance and improvements.
• Act as first coordinator for P1 and P2 incidents, coordinating resolver teams and post-incident reviews.
• Own the CMDB, asset records and knowledge base; prepare service desk for changes with docs and communications.
• Identify shift-left and self-service opportunities with AI & Automation in JSM.
• Ensure alignment with FLG security policies (ISO 27001, PCI DSS) and support Cyber Security.

Skills

Leadership

Jira Service Management

ITIL 4

Windows 11

Intune

Defender for Endpoint

Microsoft 365

Entra ID

Education

Bachelor's degree in IT/CS

Tools

ITSM platforms

Azure AD/Entra

Microsoft 365 admin

Job description

Fitness and Lifestyle Group is seeking a Service Desk Team Lead to manage a mixed onshore and offshore team across multiple time zones. You will drive Jira Service Management operations, triage incidents, and coordinate resolutions with stakeholders.

You’ll shape improvements using ITIL 4 practices and AI-assisted automation, while owning CMDBs, knowledge base, and shift-left initiatives to enhance service delivery and security compliance.