ICT Service Desk Team Lead: KPI‑Driven, People & Process Growth

Paxus; Adelaide; On-site; AUD 90,000 - 120,000; Full time

Job summary

Paxus is seeking an experienced ICT Service Desk Team Leader to head a busy technical service environment based in Adelaide CBD. You will lead and support Service Desk Officers, drive KPI performance, and contribute to continuous improvement of processes and standards.

The role focuses on leadership, staff development, and delivering high-quality customer service in a collaborative healthcare-adjacent service context. Contract position commencing 26 October 2026 and concluding 25 June 2027.

Qualifications

• Proven ability to lead and manage an ICT Service Desk team.
• Strong leadership, coaching and staff development.
• Experience delivering high-quality customer service.
• Ability to document procedures clearly.
• Experience monitoring KPIs and service standards.

Responsibilities

• Manage Service Desk Officer performance against KPIs and performance measures.
• Provide leadership, guidance and support to Service Desk Officers.
• Identify and support skills development opportunities for team members.
• Foster collaborative team environment and knowledge sharing.
• Monitor service delivery and identify improvement opportunities.
• Develop and optimize quality improvement standards and measurement strategies.
• Support Service Desk procedures and processes documentation.
• Investigate and resolve service issues through research and consultation.
• Deliver excellent customer service across a range of technical enquiries.

Skills

Leadership

Customer service

Communication

Documentation

KPI management

Job description

Paxus is seeking an experienced ICT Service Desk Team Leader to head a busy technical service environment based in Adelaide CBD. You will lead and support Service Desk Officers, drive KPI performance, and contribute to continuous improvement of processes and standards.

The role focuses on leadership, staff development, and delivering high-quality customer service in a collaborative healthcare-adjacent service context. Contract position commencing 26 October 2026 and concluding 25 June 2027.