Service Desk Team Lead - Onsite Adelaide, SLA-Driven Ops

DXC Technology Company; Adelaide; Sur place; AUD 90 000 - 120 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Leadership

SLA Management

Team Coaching

ITSM

Call Queue Management

Capacity Planning

Stakeholder Management

Knowledge Management

Quality Assurance

Continuous Improvement

Outils

ITSM/Ticketing Systems

Telephony/IVR

Description du poste

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