IT Service Desk Lead (Hybrid – Hands-On)

PFD Internal Careers; Melbourne; Hybride; AUD 90 000 - 110 000; Plein temps

Avantages offerts par ce poste

Discounted food

Staff parking

Gym membership

Staff discounts

Résumé du poste

PFD Food Services is seeking a Service Desk Team Lead to act as the operational backbone of the Service Desk. You will coordinate day-to-day service delivery, mentor analysts, and handle escalations and major incidents while staying hands-on with frontline support.

You will work closely with the Service Desk Manager to maintain service levels, drive improvements, and deliver excellent customer outcomes in a hybrid IT support environment.

Qualifications

• Experience in a Service Desk, IT Support or End User Computing environment.
• Leadership, mentoring or team coordination experience.
• Strong customer service and stakeholder management skills.
• Sound knowledge of ITSM practices, incident management and SLA-driven support.
• Hands-on experience supporting Microsoft 365, Windows and end-user technologies.
• Calm, organised approach to managing escalations and priorities.

Responsabilités

• Experience in a Service Desk, IT Support or End User Computing environment.
• Mentoring, coaching or providing day-to-day leadership within a support team.
• Maintain service levels and customer outcomes; drive continuous improvement.
• Escalation management and coordination during major incidents.
• Work with Service Desk Manager to support daily operations and escalations.

Connaissances

Service Desk

IT Support

ITSM

Microsoft 365

Windows

Outils

Active Directory

Intune

Entra ID

Description du poste

PFD Food Services is seeking a Service Desk Team Lead to act as the operational backbone of the Service Desk. You will coordinate day-to-day service delivery, mentor analysts, and handle escalations and major incidents while staying hands-on with frontline support.

You will work closely with the Service Desk Manager to maintain service levels, drive improvements, and deliver excellent customer outcomes in a hybrid IT support environment.