Onsite Service Desk Lead – Customer Success & Operations

DIGICOM; Adelaide; On-site; AUD 90,000 - 130,000; Full time

Job summary

DIGICOM is seeking a Service Desk Leader to drive day-to-day delivery of IT managed services across Adelaide. You will lead both onshore and offshore teams, ensure SLA adherence, and maintain strong client engagement.

You’ll oversee escalation management, governance reviews, and continuous improvement initiatives while fostering a culture of excellence and accountability within the service desk.

Qualifications

• Bachelor’s degree in IT/Business/related discipline or equivalent experience.
• Extensive IT managed services delivery experience, with demonstrable onsite team leadership.
• Strong knowledge of ITIL and service management frameworks.
• Excellent stakeholder management, client-facing, and negotiation skills.
• Demonstrated leadership with ability to inspire and motivate teams.
• Strong analytical, problem-solving, and decision-making capabilities.

Responsibilities

• Lead the onshore and offshore service desk team to deliver managed services meeting client SLAs.
• Build trusted relationships with client stakeholders; run governance meetings and service reviews.
• Lead, coach and develop the team; manage scheduling, workloads and performance.
• Drive continuous improvement, process optimisation and automation in line with ITIL/ISO.
• Deliver services within contractual scope, budget and compliance requirements.
• Support contract renewals and service growth in collaboration with account leadership.

Skills

Leadership

ITIL

Stakeholder management

Client engagement

Onsite team leadership

Education

Bachelor's degree in IT/Business

Tools

ServiceDesk tools

Job description

DIGICOM is seeking a Service Desk Leader to drive day-to-day delivery of IT managed services across Adelaide. You will lead both onshore and offshore teams, ensure SLA adherence, and maintain strong client engagement.

You’ll oversee escalation management, governance reviews, and continuous improvement initiatives while fostering a culture of excellence and accountability within the service desk.