Senior Service Desk Leader - ITSM & EUC Transformation

The Recruitment Company; Sydney; Hybrid; AUD 130,000 - 165,000; Full time

Benefits offered by this job

Hybrid working

Onsite parking

Bonus potential

Paid professional development

Additional leave purchase options

Paid charity leave

Health discounts

Fleet discounts and vehicle packaging

Job summary

The Recruitment Company seeks a Service Desk Team Leader to move ANZ service delivery from reactive queues to a mature, customer-focused operation. You will lead four Service Desk professionals across Australia and New Zealand, owning day-to-day performance and ongoing development of the function.

Based in Macquarie Park with a hybrid model (3 days onsite, 2 from home), the role emphasizes ITSM, HALO and EUC capabilities, plus hands-on escalation management and process improvement to raise

Qualifications

• Proven experience leading a Service Desk, EUC support or IT Operations function.
• Strong practical experience with ITIL / ITSM processes and improving service maturity.
• Hands-on experience configuring an ITSM platform—ideally HALO; backend experience with ServiceNow, Freshworks, Jira Service Management or Cherwell.

Responsibilities

• Lead the AU/NZ Service Desk as one integrated team.
• Improve ticket ownership, responsiveness, SLA performance and customer experience.
• Drive greater structure, accountability and ITSM maturity.
• Move the function from reactive support towards proactive service improvement.
• Own and improve the HALO ITSM environment, including workflows, reporting, configuration and adoption.
• Help migrate the New Zealand Service Desk onto the HALO platform.
• Operationalise policies and procedures arising from ISO 27001 uplift.
• Drive better Incident, Problem, Change and Knowledge Management practices.
• Identify automation, self-service and shift-left opportunities.
• Act as a senior escalation point for more complex EUC / Level 3 support issues.
• Build stronger service reporting and dashboards.
• Support vendor relationships and broaden service coverage across Australia and New Zealand.

Skills

Service Desk leadership

ITIL / ITSM

HALO ITSM

ITSM tooling configuration

Incident/Problem/Change mgmt

Microsoft 365 / AD / Entra ID

EUC support experience

Customer-focused mindset

Education

ITIL certification

Tools

HALO

ServiceNow

Freshworks

Jira Service Management

Cherwell

Job description

The Recruitment Company seeks a Service Desk Team Leader to move ANZ service delivery from reactive queues to a mature, customer-focused operation. You will lead four Service Desk professionals across Australia and New Zealand, owning day-to-day performance and ongoing development of the function.

Based in Macquarie Park with a hybrid model (3 days onsite, 2 from home), the role emphasizes ITSM, HALO and EUC capabilities, plus hands-on escalation management and process improvement to raise