Service Desk Team Lead | Hybrid & Global Offshores, ITIL

Fitness & Lifestyle Group; Brisbane; Hybrid; AUD 120.000 - 150.000; Vollzeit

Benefits dieser Stelle

Gym membership

Hybrid work model

Office cafe & facilities

Anniversary leave

Employee discounts

Employee assistance program

Zusammenfassung

Fitness & Lifestyle Group is seeking a Service Desk Team Lead in Brisbane’s West End to oversee a mixed onshore/offshore support team. You will manage incident response, ITIL-aligned processes and drive improvements using Jira Service Management.

You will coach both onshore and offshore engineers, ensure SLAs across time zones, and partner with security and SOC teams while advancing automation and knowledge management.

Qualifikationen

• Experience in a service desk/technical support role
• Leadership experience managing IT teams
• Experience managing offshore teams across multiple countries/time zones
• Hands on experience with Jira Service Management
• Knowledge of ITIL 4 configuration and knowledge management
• Understanding of change enablement and service operations
• Strong technical knowledge of Windows 11, Intune, Entra ID, Microsoft 365, Defender for Endpoint and Teams Rooms
• ITIL 4 Foundation is desirable; MD-102 or MS-900 are advantageous
• Bachelor's degree preferred or equivalent experience

Aufgaben

• Run daily Service Desk operations ensuring SLAs/OLAs
• Lead and coach onshore and offshore teams with seamless time-zone coverage
• Line manage Level 2 engineers and align backlog with priorities
• Review offshore performance with the account manager monthly
• Coordinate P1/P2 incidents and drive post-incident reviews
• Escalation point for complex technical issues and timely resolutions
• Own CMDB, asset records and knowledge base; prepare changes with articles and comms
• Identify shift-left and self-service opportunities with AI/Automation in JSM
• Ensure alignment with FLG security policies (ISO 27001, PCI DSS)
• Report on SLA performance, incidents and backlog to IT leadership

Kenntnisse

Leadership

Incident management

Stakeholder communication

Problem solving

ITIL 4

Team coaching

Cross‑cultural collaboration

Ausbildung

Bachelor's degree in IT/CS or related

Tools

Jira Service Management

ITSM tooling

Jobbeschreibung

Fitness & Lifestyle Group is seeking a Service Desk Team Lead in Brisbane’s West End to oversee a mixed onshore/offshore support team. You will manage incident response, ITIL-aligned processes and drive improvements using Jira Service Management.

You will coach both onshore and offshore engineers, ensure SLAs across time zones, and partner with security and SOC teams while advancing automation and knowledge management.