IT Service Desk Team Lead

PFD Food Services; Melbourne; Hybride; AUD 90 000 - 120 000; Plein temps

Avantages offerts par ce poste

Discounted food

Travel discounts

Entertainment discounts

Gym membership

Staff parking

Résumé du poste

PFD Food Services in Australia is seeking a Service Desk Team Lead to act as the operational backbone of our Service Desk, coordinating daily service delivery and handling escalations.

You will mentor Analysts, ensure incident management and SLA compliance, and drive continuous improvement while staying hands-on with Microsoft 365, Windows, and end-user technologies.

Qualifications

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

Responsabilités

• Coordinate day-to-day service delivery and escalations within the Service Desk.
• Mentor and guide Service Desk Analysts and support staff.
• Maintain service levels and customer outcomes through SLA-driven processes.
• Lead major incidents and coordinate operational responses.
• Apply hands-on technical troubleshooting across Microsoft 365, Windows and end-user tech.

Connaissances

Service Desk Experience

Leadership & Mentoring

ITSM & Incident Management

Microsoft 365 & Windows Support

Outils

Active Directory

Intune

Entra ID

Description du poste

• Play a key role in supporting the Australian economy.
• Discounted food, travel, entertainment, gym membership, staff parking and, + more.
• No direct reports | Hybrid | Rostered and on-call shifts

Company

For 81 years, PFD has grown by innovating and keeping our customers' needs at the centre of what we do. Today, we offer an extensive range of dry, frozen and chilled goods, fresh seafood and meat, confectionery, paper products and cleaning solutions. Following Woolworths Group's move to 100% ownership in 2024, PFD is entering an exciting new chapter, combining the expertise of both businesses to strengthen service, unlock new opportunities and support continued growth.

About this Position

As Service Desk Team Lead (no direct reports), you'll act as the operational backbone of our Service Desk, supporting the day-to-day coordination of service delivery while remaining hands-on with escalations, major incidents and frontline support.

Working closely with the Service Desk Manager, you'll mentor and guide Service Desk Analysts, help maintain service levels and customer outcomes, and play a key role in driving continuous improvement across the support function. This is an ideal opportunity for a senior Service Desk professional looking to step into leadership while staying connected to the technical and operational aspects of IT support.

Key Responsibilities

• Experience in a Service Desk, IT Support or End User Computing environment.
• Experience mentoring, coaching or providing day-to-day leadership within a support team.
• Strong understanding of Service Desk operations, ITSM processes, incident management and SLA-driven support environments.
• Hands-on technical troubleshooting experience across Microsoft 365, Windows and common business applications.
• Ability to manage escalations, prioritise competing demands and coordinate operational responses during major incidents.
• Exposure to technologies such as Active Directory, Intune, Entra ID and endpoint management platforms will be highly regarded.

What We’re Looking For

To thrive in this role, you will bring:

• Proven experience in a Service Desk or IT Support 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.
• A calm, organised approach to managing escalations, priorities and operational challenges.

What PFD is Offering the Successful Candidate

We are offering competitive remuneration, superannuation and other staff benefits (such as discounts on staff purchases, discounted accommodation, health insurance and banking).

Culture & Values

• Customer Focus - Know your external and internal customers. Gain and preserve their confidence because we can only be successful if our customers are successful.
• Respect - Treat people at work and in the community as they would like to be treated. Act safely, responsibly, and ethically.
• Passion - Share the passion of making us a successful and dynamic company. Let's celebrate successes.
• Simplicity - Let's minimise the complications of doing business so customer services are on time, accurate and reliable. Share ideas to improve our company.
• Leadership - All of us can be leaders in our day to day working lives. Bring out the best in yourself and the people around you. Do what you say you are going to do.

Applications close Monday, 2 November 2026 at 12:00 pm (AEST). Early applications are encouraged, as hiring managers may begin shortlisting candidates before the closing date. Only shortlisted candidates will be contacted. All applications will be treated confidentially.

As part of our recruitment process, do you consent to undergoing employment checks? These may include a medical assessment (which may involve drug and alcohol testing), a National Police History Check, a Working With Children/Vulnerable Groups Check, and a Licence Validation/Demerit Point Check.

PFD Food Services is committed to being an Equal Employment Opportunity employer.