ICT Service Desk Team Lead — Lead & Elevate Support

Paxus - Technology + Digital Talent; Adelaide; On-site; AUD 90,000 - 120,000; Full time

Job summary

Paxus is seeking an experienced ICT Service Desk Team Leader in Adelaide CBD to lead a busy technical service environment and support a team of Service Desk Officers. Based in Adelaide, you will focus on team performance, capability development and customer service while contributing to process improvements.

The role commences as a fixed-term contract from 26 October 2026 to 25 June 2027 and requires strong leadership, technical service desk knowledge and a commitment to high-quality customer

Qualifications

• Demonstrated experience leading a team within an ICT Service Desk environment.
• Significant experience working effectively within a technical Service Desk environment.
• Demonstrated experience providing excellent customer service.
• Experience using a range of computer systems and technology platforms.
• Experience managing or monitoring team performance against KPIs or service standards.
• Experience supporting the development and capability of Service Desk staff.
• Experience contributing to service improvement, process optimisation or quality improvement initiatives.

Responsibilities

• Managing Service Desk Officer performance against established KPIs and performance measures.
• Providing leadership, guidance and support to Service Desk Officers to ensure a high standard of service delivery.
• Identifying and supporting skills development opportunities for Service Desk team members.
• Fostering a collaborative and supportive team environment that encourages cooperation, knowledge sharing and continuous learning.
• Monitoring service delivery and identifying opportunities to improve team performance and customer outcomes.
• Contributing to the ongoing development and optimisation of quality improvement standards and measurement strategies.
• Supporting the development, review and implementation of Service Desk procedures and processes.
• Assisting with the documentation of procedures to improve response times, installations, training and problem‑solving outcomes.
• Investigating and resolving service issues through effective research, analysis and consultation.
• Supporting the team to consistently deliver excellent customer service across a range of technical enquiries and support requirements.
• Maintaining a strong focus on accuracy, service quality and adherence to established processes.
• Prioritising competing tasks and ensuring deadlines and service requirements are consistently met.
• Working collaboratively with internal stakeholders and technical teams to support effective service delivery.

Skills

Leadership

Customer service

Team coaching

KPI monitoring

Problem solving

Job description

Paxus is seeking an experienced ICT Service Desk Team Leader in Adelaide CBD to lead a busy technical service environment and support a team of Service Desk Officers. Based in Adelaide, you will focus on team performance, capability development and customer service while contributing to process improvements.

The role commences as a fixed-term contract from 26 October 2026 to 25 June 2027 and requires strong leadership, technical service desk knowledge and a commitment to high-quality customer