Proactive IT Service Desk Lead: Customer-Centric Delivery

Transdev Australasia Pty Ltd; Melbourne; Vor Ort; AUD 120.000 - 180.000; Vollzeit

Zusammenfassung

Transdev Australasia Pty Ltd seeks an IT Service Delivery Lead to drive day-to-day leadership of the IT Service Desk for 4,000 users across 80+ locations in Australasia. You will guide a team of Service Desk Analysts, improve incident response, and advance service maturity with ITIL-aligned practices.

You will prioritize customer-first delivery, monitor SLA performance, and collaborate with Infrastructure, Cyber, and Field Services teams to ensure smooth service rollout and continual improvement.

Qualifikationen

• Minimum 5 years' experience in IT service operations
• Proven experience leading a Service Desk or frontline team
• Strong knowledge of ITIL Incident, Problem, Request, and Change Management
• Experience with enterprise ITSM platforms such as ServiceNow or Jira Service Management
• Experience managing SLA performance and using service metrics to drive improvement
• Relevant IT qualifications or certifications highly regarded

Aufgaben

• Lead and coordinate daily Service Desk operations, ensuring consistent, high-quality support delivery.
• Coach, develop, and support a team of Service Desk Analysts to achieve strong service outcomes.
• Monitor ticket queues, backlogs, and SLA performance, taking action to address service risks.
• Act as the escalation point for complex, high-impact incidents and customer issues.
• Drive a customer-first culture focused on ownership, empathy, and professionalism.
• Strengthen ITIL-aligned Incident, Request, Problem, and Change Management practices.
• Champion service improvement initiatives, self-service capability, and shift-left support practices.
• Partner with Infrastructure, Application Support, Cyber, and Field Services teams to ensure seamless service delivery.
• Support project and technology rollouts by ensuring the Service Desk is operationally ready.
• Contribute to reporting, trend analysis, automation initiatives, and service performance improvements.
• Participate in an on-call rotating roster (approximately 1 week in every 4-6 week cycle).

Kenntnisse

Leadership

Communication

ITIL

Coaching

Stakeholder management

Ausbildung

IT qualifications or certifications

Tools

ServiceNow

Jira Service Management

Jobbeschreibung

Transdev Australasia Pty Ltd seeks an IT Service Delivery Lead to drive day-to-day leadership of the IT Service Desk for 4,000 users across 80+ locations in Australasia. You will guide a team of Service Desk Analysts, improve incident response, and advance service maturity with ITIL-aligned practices.

You will prioritize customer-first delivery, monitor SLA performance, and collaborate with Infrastructure, Cyber, and Field Services teams to ensure smooth service rollout and continual improvement.