Hybrid Service Desk Team Lead — Lead, Coach & Improve

GPC Asia Pacific; Melbourne; Híbrido; AUD 90 000 - 120 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Excellent salary

Free onsite parking

Hybrid work: 2 days WFH

Career progression opportunities

Corporate discounts

Resumo da oferta

GPC Asia Pacific in Rowville seeks a Service Desk Team Leader to lead day-to-day operations, coach analysts and drive service excellence across Australia, New Zealand and China. This role reports to the IT Service Desk Manager and will oversee escalations, SLA performance and continuous improvement.

The position is based at the Rowville office with initial onsite training and a transition to a hybrid arrangement (2 days WFH, 3 days in the office).

Qualificações

• Proven experience leading an IT service desk or technical support team.
• Strong incident management and ITIL practices.
• Excellent stakeholder management and communication.
• Ability to balance technical and people leadership.

Responsabilidades

• Lead, coach and develop a team of Service Desk Analysts, fostering a positive, accountable and high-performing culture.
• Oversee the day-to-day operation of the Service Desk, ensuring resources, workloads, escalations and priorities are effectively managed to meet service commitments and business expectations.
• Act as the primary escalation point for complex incidents and major service issues, providing leadership and clear communication during high-impact situations.
• Build strong relationships with internal IT teams, business stakeholders and vendors to ensure timely resolution of issues and the delivery of exceptional customer outcomes.
• Drive continuous improvement through quality assurance, knowledge management, process enhancement, compliance activities and operational initiatives that improve service performance and user experience.

Conhecimentos

IT Leadership

Incident Management

ITIL

Descrição da oferta de emprego

GPC Asia Pacific in Rowville seeks a Service Desk Team Leader to lead day-to-day operations, coach analysts and drive service excellence across Australia, New Zealand and China. This role reports to the IT Service Desk Manager and will oversee escalations, SLA performance and continuous improvement.

The position is based at the Rowville office with initial onsite training and a transition to a hybrid arrangement (2 days WFH, 3 days in the office).