Service Desk Team Lead: Hybrid Work & People Growth

AUS GPC Asia Pacific Australia Pty Ltd; Melbourne; Hybrid; AUD 90.000 - 130.000; Vollzeit

Benefits dieser Stelle

Staff discounts across GPC Asia Pac

Private health insurance discounts

Employee assistance program

Parental leave top-up

Volunteer leave

GPC Movement

Zusammenfassung

GPC Asia Pacific is seeking a Service Desk Team Leader to guide a high-performing IT Service Desk supporting users across Australia, New Zealand and China. The role starts with full-time onsite training at the Rowville office and transitions to a hybrid schedule (2 days from home, 3 days in the office).

You will lead and coach analysts, manage escalations and ensure service excellence. The ideal candidate will have proven leadership in an IT service environment, strong incident management

Qualifikationen

• Experience leading an IT Service Desk or technical support team.
• Strong technical troubleshooting and incident management skills.
• Experience with ITIL service management practices.
• Excellent communication with internal stakeholders and external vendors.

Aufgaben

• Lead, coach and develop a team of Service Desk Analysts, fostering a positive, accountable and high-performing culture built on collaboration and customer service excellence.
• Oversee the day-to-day operation of the Service Desk, ensuring resources, workloads, escalations and priorities are effectively managed to meet service commitments.
• Act as the primary escalation point for complex incidents and major service issues, providing leadership and clear communication during high-impact situations.
• Build strong relationships with internal IT teams, business stakeholders and vendors to ensure timely resolution of issues and the delivery of exceptional customer outcomes.
• Drive continuous improvement through quality assurance, knowledge management, process enhancement and compliance activities.

Kenntnisse

Team leadership

Mentoring & coaching

Incident management

ITIL practices

Stakeholder engagement

Jobbeschreibung

GPC Asia Pacific is seeking a Service Desk Team Leader to guide a high-performing IT Service Desk supporting users across Australia, New Zealand and China. The role starts with full-time onsite training at the Rowville office and transitions to a hybrid schedule (2 days from home, 3 days in the office).

You will lead and coach analysts, manage escalations and ensure service excellence. The ideal candidate will have proven leadership in an IT service environment, strong incident management