Service Desk Team Lead

Paxus; Adelaide; On-site; AUD 90,000 - 120,000; Full time

Job summary

Paxus is seeking an experienced ICT Service Desk Team Leader to head a busy technical service environment based in Adelaide CBD. You will lead and support Service Desk Officers, drive KPI performance, and contribute to continuous improvement of processes and standards.

The role focuses on leadership, staff development, and delivering high-quality customer service in a collaborative healthcare-adjacent service context. Contract position commencing 26 October 2026 and concluding 25 June 2027.

Qualifications

• Proven ability to lead and manage an ICT Service Desk team.
• Strong leadership, coaching and staff development.
• Experience delivering high-quality customer service.
• Ability to document procedures clearly.
• Experience monitoring KPIs and service standards.

Responsibilities

• Manage Service Desk Officer performance against KPIs and performance measures.
• Provide leadership, guidance and support to Service Desk Officers.
• Identify and support skills development opportunities for team members.
• Foster collaborative team environment and knowledge sharing.
• Monitor service delivery and identify improvement opportunities.
• Develop and optimize quality improvement standards and measurement strategies.
• Support Service Desk procedures and processes documentation.
• Investigate and resolve service issues through research and consultation.
• Deliver excellent customer service across a range of technical enquiries.

Skills

Leadership

Customer service

Communication

Documentation

KPI management

Job description

An exciting opportunity is available for an experienced ICT Service Desk Team Leader to join a busy technical service environment.

Based in Adelaide CBD, this role will be responsible for leading and supporting a team of Service Desk Officers, with a strong focus on team performance, capability development, customer service and continuous improvement.

The successful candidate will bring proven ICT Service Desk leadership experience, strong technical service desk knowledge and a genuine commitment to delivering high-quality customer service. You will play an important role in supporting the team to meet key performance measures, developing staff capability and contributing to the ongoing improvement of Service Desk processes and standards.

This is a contract opportunity commencing 26 October 2026 and concluding 25 June 2027.

Key Responsibilities

As the ICT Service Desk Team Leader, your responsibilities will include:

• Managing Service Desk Officer performance against established KPIs and performance measures.
• Providing leadership, guidance and support to Service Desk Officers to ensure a high standard of service delivery.
• Identifying and supporting skills development opportunities for Service Desk team members.
• Fostering a collaborative and supportive team environment that encourages cooperation, knowledge sharing and continuous learning.
• Monitoring service delivery and identifying opportunities to improve team performance and customer outcomes.
• Contributing to the ongoing development and optimisation of quality improvement standards and measurement strategies.
• Supporting the development, review and implementation of Service Desk procedures and processes.
• Assisting with the documentation of procedures to improve response times, installations, training and problem‑solving outcomes.
• Investigating and resolving service issues through effective research, analysis and consultation.
• Supporting the team to consistently deliver excellent customer service across a range of technical enquiries and support requirements.
• Maintaining a strong focus on accuracy, service quality and adherence to established processes.
• Prioritising competing tasks and ensuring deadlines and service requirements are consistently met.
• Working collaboratively with internal stakeholders and technical teams to support effective service delivery.

About You

To be successful in this role, you will demonstrate:

Leadership & Teamwork

• Proven ability to lead and manage an ICT Service Desk team.
• Ability to work effectively as both a leader and member of a broader team.
• A leadership style that fosters cooperation, collaboration and positive working relationships.
• Demonstrated ability to support, coach and develop team members to improve their skills and performance.
• Ability to provide constructive guidance and feedback while maintaining a positive team environment.

Problem Solving & Continuous Improvement

• Demonstrated ability to solve problems through investigation, research and consultation.
• Strong analytical and troubleshooting skills.
• Ability to identify opportunities for process and service improvement.
• Experience contributing to quality improvement initiatives, standards or performance measurement.
• Ability to assess issues, determine appropriate solutions and communicate outcomes effectively.

Communication & Documentation

• Strong written and verbal communication skills.
• Demonstrated ability to document procedures clearly and accurately.
• Ability to develop and maintain documentation that supports effective responses, installations, training and problem solving.
• Ability to communicate technical information clearly to a range of audiences.
• Strong interpersonal skills and a customer‑focused approach.

Organisation & Work Management

• Demonstrated ability to consistently meet deadlines.
• Ability to work effectively under pressure and manage competing priorities.
• Proven ability to plan and organise work with minimal supervision.
• Strong attention to detail and commitment to maintaining accuracy.
• Ability to determine priorities and respond appropriately to changing business and service requirements.

The successful candidate will have:

• Demonstrated experience leading a team within an ICT Service Desk environment.
• Significant experience working effectively within a technical Service Desk environment.
• Demonstrated experience providing excellent customer service.
• Demonstrated experience using a range of computer systems and technology platforms.
• Experience managing or monitoring team performance against KPIs or service standards.
• Experience supporting the development and capability of Service Desk staff.
• Experience contributing to service improvement, process optimisation or quality improvement initiatives.

Clearance Requirement

Applicants must hold a National Police Check completed within the last 12 months.

Candidates who do not currently have a National Police Check completed within this timeframe will be required to obtain an updated check prior to commencing, subject to the requirements of the position.

Why Consider This Opportunity?

This is an excellent opportunity for an experienced Service Desk Team Leader to further their experience by stepping into a critical fast‑paced environment,

You will have the opportunity to:

• Lead and develop an established ICT Service Desk team.
• Support the professional growth and capability of Service Desk Officers.
• Drive team performance against KPIs and service standards.
• Contribute to meaningful service and process improvements.
• Apply your technical Service Desk experience in a healthcare setting.
• Complete structured training to build your understanding of the environment and systems.
• Work within a dynamic service environment where customer experience and quality outcomes are key priorities.

Paxus values diversity and welcomes applications from Indigenous Australians, people from diverse cultural and linguistic backgrounds and people living with a disability. If you require an adjustment to the recruitment process, including the application form in an alternate format, please contact me on the above contact details.