IT Service Desk Lead: Mentorship, SLAs & ITSM Excellence

The High Companies; Brisbane; On-site; AUD 90,000 - 130,000; Full time

Job summary

The High Companies is seeking an IT Service Desk Lead to manage day-to-day service desk operations and mentor the Service Desk Technician and Client Computing Analysts. You will ensure timely ticket handling, escalation, and problem solving while reporting on metrics and driving process improvements.

Responsibilities include leading incident, change, and asset management activities, coordinating with third-party providers, and maintaining service catalogs and technical documentation to improve

Qualifications

• Associate degree or equivalent experience in computer software and hardware support.
• Experience in a Service Desk setting and in a lead/supervisory role.
• Strong knowledge of IT service management processes (ITSM) and ticket/asset management tools.

Responsibilities

• Oversee IT service desk operations (Tier 1 and 2) and mentor staff.
• Ensure tickets are logged, updated, and resolved within SLAs.
• Prepare metrics and reports; drive process improvements.
• Coordinate with clients and third-party providers as needed.

Skills

ITSM

Customer support

Team leadership

Active Directory

Microsoft 365

Ticketing system

Asset management

PC imaging

Education

Associate degree in computer science or equivalent

Tools

Service Desk Platform

IT Asset Management Platform

Job description

The High Companies is seeking an IT Service Desk Lead to manage day-to-day service desk operations and mentor the Service Desk Technician and Client Computing Analysts. You will ensure timely ticket handling, escalation, and problem solving while reporting on metrics and driving process improvements.

Responsibilities include leading incident, change, and asset management activities, coordinating with third-party providers, and maintaining service catalogs and technical documentation to improve