Service Desk Team Leader

Pickles Auctions; Sydney; On-site; AUD 110,000 - 140,000; Full time

Benefits offered by this job

Extra leave

Annual bonus

Vouchers

Study assistance

Parental leave

Referral bonuses

Employee Assistance Program

Job summary

Pickles Auctions is seeking a hands-on Service Desk Leader to run a frontline IT team of 4–6 Analysts, own escalations and ensure responsive, reliable support.

In this role you will develop your team, drive improvement initiatives, and represent the Service Desk across the business while applying strong ITIL fundamentals and a passion for service quality and growing people.

Qualifications

• 3–5 years IT experience, including demonstrated team leadership or people management.
• Strong ITIL service management experience, particularly Incident Management.
• Excellent customer service skills, including engagement, expectation and conflict management.
• Proven negotiation, dispute resolution and influencing skills, with strong written and verbal communication.
• Sound technical grounding across the Pickles environment — Active Directory / Entra ID, Microsoft 365, endpoint and mobile support — plus service desk tools, telephony and virtual agent technologies (ideally Jira Service Management).

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

Incident Management

Customer service

Communication

Active Directory

Entra ID

Microsoft 365

Jira Service Management

Service desk tools

Telephony

Virtual agent tech

Tools

Jira Service Management

Active Directory

Entra ID

Microsoft 365

Job description

Lead the team at the front line of IT at Pickles. In this hands-on leadership role, you'll coordinate a customer-focused Service Desk of 4–6 Analysts, own escalations, and make sure our people get the responsive, reliable support they need. Beyond day-to-day delivery, you'll develop your team, drive improvement initiatives, and represent the Service Desk across the broader business. It's a role for someone who combines strong ITIL fundamentals with a genuine passion for service quality and growing people.

What you will be doing

• 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.

ABOUT YOU

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

WHY WORK FOR PICKLES

Since 1964, Pickles has powered trusted marketplaces that bring people together and deliver value for our customers. As Australia's leader in asset remarketing, we offer the scale, variety and momentum to help our people do meaningful work and build rewarding careers.

• Up to five extra days of leave each year and the opportunity to earn an annual bonus after a qualifying period.
• Cash vouchers and formal recognition awards.
• Study assistance for relevant courses or qualifications, with genuine career pathways available.
• Paid parental leave for primary and secondary carers.
• Referral bonuses for bringing talented people into Pickles.
• Access to our Employee Assistance Program for you and your family.

We value diversity and inclusion and encourage Aboriginal and Torres Strait Islander peoples and those from diverse backgrounds to apply.

Only suitable candidates will be contacted. Reference and criminal history checks apply. Internal applicants must have completed 6 months' probation.