Service Desk Team Leader

Harrison McMillan Pty Ltd; Adelaide; On-site; AUD 130,872,000 - 151,536,000; Full time

Job summary

Harrison McMillan Pty Ltd in Adelaide CBD is seeking an experienced Service Desk Team Leader to join our busy ICT support environment. You will lead a high-performing service desk, oversee daily operations, and drive service quality to meet KPIs while delivering excellent customer service.

You will coach Service Desk Officers, manage priorities, and contribute to process improvements across multiple computer systems.

Qualifications

• Experience leading an ICT Service Desk team.
• Strong customer service and stakeholder engagement.
• Ability to manage competing priorities and deadlines.
• Excellent problem-solving and organisational skills.
• Experience with multiple computer systems and technologies.
• Ability to foster a positive team culture.
• Must hold current National Police Check within 12 months.

Responsibilities

• Lead, coach, and mentor Service Desk Officers.
• Monitor and manage team performance against service targets and KPIs.
• Support skills development and knowledge growth within the team.
• Contribute to quality improvement standards and measurement strategies.
• Investigate and resolve complex issues through research and stakeholder consultation.
• Develop and maintain procedures and documentation to improve service delivery.

Skills

Team Leadership

Customer Service

Stakeholder Engagement

Problem Solving

Organisational Skills

ICT Systems Knowledge

Job description

An exciting opportunity is available for an experienced Service Desk Team Leader to join a busy ICT support environment and lead a high-performing service desk team.

This role is responsible for overseeing daily service desk operations, managing team performance against KPIs, supporting staff development, and driving continuous improvement initiatives to enhance service delivery and customer satisfaction.

Key Responsibilities

• Lead, coach, and mentor Service Desk Officers.
• Monitor and manage team performance against service targets and KPIs.
• Support skills development and knowledge growth within the team.
• Contribute to quality improvement standards and measurement strategies.
• Investigate and resolve complex issues through research and stakeholder consultation.
• Develop and maintain procedures and documentation to improve service delivery.

About You

• Demonstrated experience leading an ICT Service Desk team.
• Strong customer service and stakeholder engagement skills.
• Proven ability to manage competing priorities and meet deadlines in a fast-paced environment.
• Excellent problem-solving and organisational skills.
• Experience working across a range of computer systems and technologies.
• Ability to foster a positive, collaborative team culture.
• Contract: 26 October 2026 to 25 June 2027
• Hours: Monday to Friday, 37.5 hours per week
• Location: CBD
• Pay Rate: $50.00 per hour
• Requirement: Current National Police Check issued within the last 12 months

If you're an experienced service desk professional with a passion for leadership and continuous improvement, we'd love to hear from you.