Service Desk Team Leader – ITSM / EUC / Service Improvement

The Recruitment Company; Sydney; Hybrid; AUD 130,000 - 165,000; Full time

Benefits offered by this job

Hybrid working

Onsite parking

Bonus potential

Paid professional development

Additional leave purchase options

Paid charity leave

Health discounts

Fleet discounts and vehicle packaging

Job summary

The Recruitment Company seeks a Service Desk Team Leader to move ANZ service delivery from reactive queues to a mature, customer-focused operation. You will lead four Service Desk professionals across Australia and New Zealand, owning day-to-day performance and ongoing development of the function.

Based in Macquarie Park with a hybrid model (3 days onsite, 2 from home), the role emphasizes ITSM, HALO and EUC capabilities, plus hands-on escalation management and process improvement to raise

Qualifications

• Proven experience leading a Service Desk, EUC support or IT Operations function.
• Strong practical experience with ITIL / ITSM processes and improving service maturity.
• Hands-on experience configuring an ITSM platform—ideally HALO; backend experience with ServiceNow, Freshworks, Jira Service Management or Cherwell.

Responsibilities

• Lead the AU/NZ Service Desk as one integrated team.
• Improve ticket ownership, responsiveness, SLA performance and customer experience.
• Drive greater structure, accountability and ITSM maturity.
• Move the function from reactive support towards proactive service improvement.
• Own and improve the HALO ITSM environment, including workflows, reporting, configuration and adoption.
• Help migrate the New Zealand Service Desk onto the HALO platform.
• Operationalise policies and procedures arising from ISO 27001 uplift.
• Drive better Incident, Problem, Change and Knowledge Management practices.
• Identify automation, self-service and shift-left opportunities.
• Act as a senior escalation point for more complex EUC / Level 3 support issues.
• Build stronger service reporting and dashboards.
• Support vendor relationships and broaden service coverage across Australia and New Zealand.

Skills

Service Desk leadership

ITIL / ITSM

HALO ITSM

ITSM tooling configuration

Incident/Problem/Change mgmt

Microsoft 365 / AD / Entra ID

EUC support experience

Customer-focused mindset

Education

ITIL certification

Tools

HALO

ServiceNow

Freshworks

Jira Service Management

Cherwell

Job description

Service Desk Team Leader - ITSM / EUC / Service Improvement

The Recruitment Company - Macquarie Park NSW

If you’re a Service Desk leader who enjoys fixing the way support actually works not just managing queues this could be a great role.

Our client is looking to appoint a Service Desk Team Leader who will lead a small, established ANZ Service Desk and help move the function from a reactive help-desk model to a more mature, customer-focused service operation.

This is not an Infrastructure Engineer role and it’s not a purely strategic Service Delivery Manager position either.

You’ll need to be comfortable doing both: leading the team, improving the service model, owning ITSM processes and tooling, and still being technically credible enough to step into more complex EUC escalations when required.

What you’ll be responsible for

You’ll lead a team of four Service Desk professionals across Australia and New Zealand and take ownership of the day-to-day performance and continued development of the function.

The remit includes:

• Leading the AU/NZ Service Desk as one integrated team
• Improving ticket ownership, responsiveness, SLA performance and customer experience
• Driving greater structure, accountability and ITSM maturity
• Moving the function from reactive support towards proactive service improvement
• Owning and improving the HALO ITSM environment, including workflows, reporting, configuration and adoption
• Helping migrate the New Zealand Service Desk onto the HALO platform
• Operationalising policies and procedures arising from broader ISO 27001 uplift
• Driving better Incident, Problem, Change and Knowledge Management practices
• Identifying automation, self-service and shift-left opportunities
• Acting as a senior escalation point for more complex EUC / Level 3 support issues
• Building stronger service reporting and dashboards
• Helping make the Service Desk the genuine front door into IT
• Supporting vendor relationships and taking on additional operational ownership over time
• Helping develop broader service coverage across Australia and New Zealand, including a future on-call model

The broader technology environment is Microsoft-led, but this role is focused on EUC and service management rather than deep Azure engineering. You’ll need enough technical capability to investigate issues, gather relevant logs and troubleshoot intelligently before escalating into Infrastructure.

What we genuinely need

You should apply if you have all or most of the following:

• Proven experience leading a Service Desk, EUC support or IT Operations support function
• Strong practical experience with ITIL / ITSM processes
• Experience improving service maturity, not simply maintaining an existing operation
• Hands-on experience administering or configuring an ITSM platform — ideally HALO, but strong backend experience with ServiceNow, Freshworks, Jira Service Management, Cherwell or similar will be considered
• Experience configuring things such as workflows, queues, SLAs, dashboards, reporting, automation or service processes — not simply raising and managing tickets
• Strong Incident, Problem, Change and escalation-management experience
• Good technical grounding across Microsoft 365, Active Directory / Entra ID, endpoint / desktop support and modern workplace technologies
• Enough technical depth to assist with complex EUC escalations and know when an issue should move to Infrastructure
• Demonstrated people leadership, coaching and performance management
• Strong stakeholder communication and a genuine customer-service mindset
• Experience using reporting and service metrics to drive improvement
• An ITIL certification and a career orientation towards service management / service delivery
• The confidence to challenge poor processes and introduce better ways of working
• MUST BE AUSTRALIAN PR OR CITIZEN

Previous experience supporting geographically dispersed or multi-country teams would be highly regarded.

This probably isn’t the right role if…

This role is unlikely to suit you if your experience is predominantly:

• Infrastructure / Cloud Engineering with limited Service Desk leadership
• Pure project management
• Service Delivery governance without hands-on Service Desk ownership
• Senior desktop support without people leadership
• Using an ITSM system only as an end user, with no backend configuration or service-improvement experience
• Managing tickets but not improving the underlying service model
• If you are on a Visa or need sponsorship

Equally, if your primary career goal is to move into Cloud or Infrastructure Engineering, this probably isn’t the right next step. The career stream here is strongly focused on IT Service Management, Service Delivery and Customer Experience.

The environment

You’ll report to the Head of Cloud & Cyber and work closely with Infrastructure, Cyber Security and IT Service Management.

The role is based in Macquarie Park, with a hybrid arrangement of 3 days onsite and 2 days working from home.

You’ll also work closely with the New Zealand Service Desk team and travel to Auckland approximately 3-4 times per year.

Package

$130,000-$165,000 inclusive of super, depending on experience.

Candidates towards the top end will ideally bring deeper ITSM maturity, strong Service Desk transformation experience and/or direct HALO expertise.

Benefits

Hybrid working with 3 days onsite / 2 from home, onsite parking, bonus potential, paid professional development, additional leave purchase options, paid charity leave, health discounts, employee savings through fleet discounts and tax-effective vehicle packaging and genuine opportunities to build your career within an established Australian business.