Service Desk Team Lead

Green Light; Sydney; On-site; AUD 90,000 - 120,000; Full time

Job summary

Green Light is seeking a Service Desk Team Lead in Sydney to join our Technical Delivery Team. You will lead, coach and mentor a team of Service Desk Analysts, conduct regular performance reviews, and manage one to one and team coaching sessions.

You will also support recruitment, onboarding and training and all succession planning activities, while coordinating with infrastructure, security and application support teams to resolve complex issues.

Qualifications

• Experience leading a Service Desk team with Level 2/3 escalations.
• Proven ability to recruit, onboard and train service staff.
• Strong knowledge of Windows 10/11, M365, AD, Exchange Online and Teams.

Responsibilities

• Lead, coach and mentor a team of Service Desk Analysts.
• Conduct performance reviews and coaching sessions.
• Manage rosters, leave planning and resource allocation.
• Ensure incidents and requests meet SLA/KPI targets.
• Provide Level 2/3 support for Windows/M365/AD/Teams environments.
• Coordinate with infrastructure, security and app teams.

Skills

Service Desk Leadership

Team Leadership

Performance Reviews

Escalation Management

Resource Planning

Tools

Windows 10/11

Microsoft 365

Active Directory

Exchange Online

Microsoft Teams

VPN

Job description

Contract and Location

• Contract Role, initial 6 month assignment
• Professional Services Industry
• Sydney Location

Green Light are currently looking for a skilled Service Desk Team Lead to join our Technical Delivery Team in Sydney.

As the Service Desk Team Lead you will lead, coach and mentor a team of Service Desk Analysts. You will conduct regular performance reviews, and manage one to one and team coaching sessions.

You will also support recruitment, onboarding and training and all succession planning actives.

Responsibilities

• Service Desk Leadership.
• Recruitment, onboarding and training of new staff.
• Performance Reviews.
• Manage team rosters, leave planning, resource allocation.
• Manage day to day service desk operations.
• Ensure incidents and service requires are managed within SLA and KPI targets.
• Act as escalation point for complex technical and customer issues.
• Coordinate major incident responses and stakeholder communications.
• Ensure accurate ticket management, documentation, and knowledge capture.
• Build strong relationships with business stakeholders and customers.
• Provide regular reporting on service performance and improvement initiatives.
• Participate in service reviews and operational governance meetings.
• Provide Level 2 and Level 3 support across desktop, application, and Microsoft technology environments.
• Troubleshoot issues relating to: Windows 10/11 Microsoft 365 Active Directory Exchange Online Microsoft Teams VPN and remote access technologies
• Printers and peripheral devices, Mobile devices and endpoint management
• Coordinate with infrastructure, security, networking, and application support teams to resolve complex issues

Requirements

• Prior experience in Service Desk Team Lead role.
• Prior experience in Senior Service Desk role managing Level 2 and 3 escalations.
• Technical experience supporting Windows 10/11 Microsoft 365 Active Directory Exchange Online Microsoft Teams VPN and remote access technology.
• Experience with infrastructure, security, networking, and application support, leading teams to resolve complex issues.
• Sydney based role.
• Contract role, initial 6 month assignment, extensions likely.

We are an Australian onshore services company that provides technology capability across ANZ and Asia. Our services range from day-to-day operational activities, through project delivery, to more strategic and transformational programs.

At Green Light, we are committed to creating a diverse and inclusive workplace where everyone feels valued and respected. We are proud to be an equal opportunity employer and do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We encourage applications from all backgrounds and communities, and we are dedicated to providing a fair and accessible recruitment process for all candidates. During the recruitment process, if you require any accommodations or modifications please reach out to ***************@greenlightworldwide.com or call [phone].