Service Desk Team Lead

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

Job summary

DXC Technology Adelaide is seeking a hands-on Lead for the Service Desk to oversee day-to-day operations, drive performance and ensure customer outcomes meet agreed SLAs. You will lead Service Desk Analysts, Team Leads and Quality Analysts, manage call queues, rostering, and capacity planning, and coordinate with stakeholders on risks, escalations and service reviews.

The role focuses on continuous improvement, knowledge management and change readiness, delivering high-quality service in a

Qualifications

• Lead day-to-day Service Desk operations, team performance and service delivery.
• Own customer SLAs, KPIs, ASA, service quality and operational performance.
• Lead Service Desk Analysts, Team Leads and Quality Analysts, including coaching and development.
• Manage call queues, ticket volumes, backlog, escalations and priority incidents.
• Own rosters, shifts, breaks, resource allocation and capacity planning to maintain required coverage.
• Oversee telephony, IVR, call-management and ITSM/ticketing tools, ensuring effective operational use.
• Lead customer operational, performance, governance and service review meetings.
• Drive quality, knowledge management, problem management and continuous improvement based on service trends.
• Manage onboarding, training, system access and change readiness for new and existing team members.
• Manage stakeholder relationships, risks, compliance and escalations, ensuring a consistent and high-quality customer experience.

Responsibilities

• Lead day-to-day Service Desk operations, team performance and service delivery.
• Own customer SLAs, KPIs, ASA, service quality and operational performance.
• Lead Service Desk Analysts, Team Leads and Quality Analysts, including coaching and development.
• Manage call queues, ticket volumes, backlog, escalations and priority incidents.
• Own rosters, shifts, breaks, resource allocation and capacity planning to maintain required coverage.
• Oversee telephony, IVR, call-management and ITSM/ticketing tools, ensuring effective operational use.
• Lead customer operational, performance, governance and service review meetings.
• Drive quality, knowledge management, problem management and continuous improvement based on service trends.
• Manage onboarding, training, system access and change readiness for new and existing team members.
• Manage stakeholder relationships, risks, compliance and escalations, ensuring a consistent and high-quality customer experience.

Skills

Leadership

SLA Management

Team Coaching

ITSM

Call Queue Management

Capacity Planning

Stakeholder Management

Knowledge Management

Quality Assurance

Continuous Improvement

Tools

ITSM/Ticketing Systems

Telephony/IVR

Job description

DXC Technology (NYSE: DXC) is the world's leading independent, end-to-end IT services company, helping clients harness the power of innovation to thrive on change. Created by the merger of CSC and the Enterprise Services business of Hewlett Packard Enterprise, DXC Technology serves nearly 6,000 private and public sector clients across 70 countries. The company's technology independence, global talent and extensive partner alliance combine to deliver powerful next-generation IT services and solutions. DXC Technology is recognized among the best corporate citizens globally. For more information, visit www.dxc.technology

Work arrangements

Location : AUS SA DXC Adelaide (Onsite Role ).

Requirement: Citizen / Permanent Resident

1. Lead day-to-day Service Desk operations, team performance and service delivery.
2. Own customer SLAs, KPIs, ASA, service quality and operational performance.
3. Lead Service Desk Analysts, Team Leads and Quality Analysts, including coaching and development.
4. Manage call queues, ticket volumes, backlog, escalations and priority incidents.
5. Own rosters, shifts, breaks, resource allocation and capacity planning to maintain required coverage.
6. Oversee telephony, IVR, call-management and ITSM/ticketing tools, ensuring effective operational use.
7. Lead customer operational, performance, governance and service review meetings.
8. Drive quality, knowledge management, problem management and continuous improvement based on service trends.
9. Manage onboarding, training, system access and change readiness for new and existing team members.
10. Manage stakeholder relationships, risks, compliance and escalations, ensuring a consistent and high-quality customer experience.