Service Desk Team Lead: Coach, Resolve & Improve IT Support

Pickles Auctions; Sydney; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Extra leave (up to five days)

Annual bonus after qualifying period

Cash vouchers and recognition awards

Study assistance for relevant courses

Paid parental leave

Referral bonuses

Employee Assistance Program

Job summary

Pickles Auctions in Sydney is seeking a Service Desk Lead to manage a team of 4–6 Analysts, oversee all requests and incidents, and act as the escalation point when needed. You will own and drive strategic initiatives, mature escalation and ticketing processes, and develop dashboards to report on Service Desk performance.

The role requires 3–5 years IT experience with team leadership, ITIL Incident Management, strong customer service, and hands‑on knowledge of AD/Entra ID, Microsoft 365,

Qualifications

• 3–5 years IT experience with team leadership or people management.
• Strong ITIL service management experience, particularly Incident Management.
• Excellent customer service skills, with engagement, expectation and conflict management.
• Proven negotiation, dispute resolution and influencing skills, with strong written and verbal communication.
• Solid technical grounding across Pickles environment — Active Directory / Entra ID, Microsoft 365, endpoint and mobile support; service desk tools, telephony and virtual agent technologies (ideally Jira Service Management).
• Ability to work under minimal supervision and manage competing demands.
• Strong analytical and problem-solving skills with a practical leadership style.

Responsibilities

• Lead, coach and develop a team of 4–6 Service Desk Analysts, contributing to resourcing decisions.
• Oversee all requests and incidents through the Service Desk, acting as the escalation point when needed.
• Own and drive strategic initiatives and projects that improve the Service Desk.
• Develop and mature escalation, ticketing and phone-queue processes for smooth flow of information.
• Determine root cause of issues and communicate clearly to internal and external customers.
• Support leadership with dashboards and reporting on Service Desk performance, and represent the team in relevant forums.
• Grow the knowledge base and training material to lift first-contact resolution, time-to-resolve and self-service.

Skills

Team leadership

ITIL service management

Customer service

Communication

Analytical thinking

Tools

Jira Service Management

Active Directory / Entra ID

Microsoft 365

Endpoint and mobile support

Job description

Pickles Auctions in Sydney is seeking a Service Desk Lead to manage a team of 4–6 Analysts, oversee all requests and incidents, and act as the escalation point when needed. You will own and drive strategic initiatives, mature escalation and ticketing processes, and develop dashboards to report on Service Desk performance.

The role requires 3–5 years IT experience with team leadership, ITIL Incident Management, strong customer service, and hands‑on knowledge of AD/Entra ID, Microsoft 365,