IT Service Desk Lead — High-Volume Support

Arcare; Melbourne; Sur place; AUD 90 000 - 120 000; Plein temps

Avantages offerts par ce poste

Exclusive employee discounts

Beautiful working environment

Résumé du poste

Arcare in Melbourne seeks an IT Service Desk Team Leader to direct daily IT service desk operations, ensuring timely handling, escalation, and resolution of high-ticket requests. You will drive performance reporting and continuous improvement while maintaining efficient service desk processes.

The role requires experience leading a busy service desk, coordinating equipment orders, and mentoring staff, with strong communication to non-technical stakeholders.

Qualifications

• Proven experience in an IT Service Desk Team Leader or equivalent position.
• Coordinate a high-volume support queue, prioritise requests, coach colleagues, and communicate with non-technical stakeholders.
• Experience using service reports to improve processes.
• Experience coordinating equipment orders, setup or site rollouts.
• Strong interpersonal and written/spoken communication skills; able to work independently.

Responsabilités

• Day-to-day leadership of IT Service Desk & the high volume of tickets received by IT per week.
• Ticket assignments & follow up with IT team members
• Reporting and continuous improvement.
• Facilitating orders & setup relating to new Arcare site commissioning activities.
• Developing & supporting efficient Service Desk team processes.

Connaissances

IT Service Desk Leadership

Queue Coordination

Coaching Team

Stakeholder Communications

Process Improvement

Site Rollouts

Interpersonal Skills

Independent Work

Organization & Computers

Description du poste

Arcare in Melbourne seeks an IT Service Desk Team Leader to direct daily IT service desk operations, ensuring timely handling, escalation, and resolution of high-ticket requests. You will drive performance reporting and continuous improvement while maintaining efficient service desk processes.

The role requires experience leading a busy service desk, coordinating equipment orders, and mentoring staff, with strong communication to non-technical stakeholders.