Team Leader Service Desk - GPC Asia Pacific Rowville

GPC Asia Pacific; Melbourne; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Excellent salary

Free onsite parking

Hybrid work: 2 days WFH

Career progression opportunities

Corporate discounts

Job summary

GPC Asia Pacific in Rowville seeks a Service Desk Team Leader to lead day-to-day operations, coach analysts and drive service excellence across Australia, New Zealand and China. This role reports to the IT Service Desk Manager and will oversee escalations, SLA performance and continuous improvement.

The position is based at the Rowville office with initial onsite training and a transition to a hybrid arrangement (2 days WFH, 3 days in the office).

Qualifications

• Proven experience leading an IT service desk or technical support team.
• Strong incident management and ITIL practices.
• Excellent stakeholder management and communication.
• Ability to balance technical and people leadership.

Responsibilities

• Lead, coach and develop a team of Service Desk Analysts, fostering a positive, accountable and high-performing culture.
• Oversee the day-to-day operation of the Service Desk, ensuring resources, workloads, escalations and priorities are effectively managed to meet service commitments and business expectations.
• 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, compliance activities and operational initiatives that improve service performance and user experience.

Skills

IT Leadership

Incident Management

ITIL

Job description

Team Leader Service Desk - GPC Asia Pacific Rowville

• Excellent Salary and Free Onsite Parking (Rowville Location)
• Hybrid Work Environment (2 days WFH, 3 days in Office)
• Career Development and Progression Opportunities
• Corporate Discounts Available

Ensure IT Services are supported and maintained while striving for customer satisfaction through clear communication.

The Role

As the Service Desk Team Leader, you will be responsible for leading the day-to-day operations of a dynamic Service Desk supporting over 500 locations across Australia, New Zealand and China. Working closely with the IT Service Desk Manager, you will combine strong technical expertise with people leadership to ensure service excellence, operational efficiency, and continuous improvement.

This role is ideal for someone who enjoys developing people, driving service outcomes, managing competing priorities, and leading from the front in a fast-paced support environment. You will play a key role in coaching analysts, managing workloads, overseeing escalations, maintaining service levels, and fostering a positive team culture.
This position is based at our Rowville office. Initial training will be conducted full-time on site, with the opportunity to transition to a hybrid work arrangement upon completion of training (2 days working from home and 3 days in the office).

Reporting to the IT Service Desk Manger, you will:

• Lead, coach and develop a team of Service Desk Analysts, fostering a positive, accountable and high-performing culture built on collaboration, continuous improvement 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 and business expectations.
• 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, compliance activities and operational initiatives that improve service performance and user experience.

Experience in the following areas would be advantageous:

• Previous experience leading, mentoring, coaching and developing an IT Service Desk or technical support team, including onboarding, training and performance management.
• Strong technical troubleshooting, incident management, critical thinking and problem-solving skills, with a logical and methodical approach to issue resolution.
• Experience managing Service Desk operations, including workforce planning, rostering, ticket allocation, SLA performance, response and resolution targets, escalation management, task assignment and the application of ITIL service management practices.
• Strong stakeholder engagement skills with the ability to build effective relationships and communicate professionally with internal teams, business stakeholders and external vendors through both written and verbal channels.
• A strong leadership presence, demonstrating accountability, professionalism and integrity, with the ability to lead by example, role model expected behaviours, maintain high standards and foster a culture of ownership and service excellence.
• Excellent organisational, time-management and prioritisation skills.
  

Experience in the following areas would be advantageous:

• Professional attitude and presentation
• Ability to work autonomously
• Ability to take ownership and accountability of tasks
• Be a role model to all Service Desk Analysts
• Strong and effective communication skills with all stakeholders within the business
• Customer and results focused
• Be a leader who drives continuous improvement in a positive environment
• Strong emotional intelligence skills to understand teams strengths and areas of development to implement structured plans for continued growth
• Be highly visible, live the Company values and lead by personal example
  

To be successful in this role you will demonstrate:

• A passion for leading, coaching and developing high-performing teams.
• Strong accountability, resilience and confidence in making decisions and managing escalations.
• Excellent communication, stakeholder management and relationship-building skills.
• A customer-focused approach, with a commitment to service excellence and continuous improvement.
• The ability to balance technical problem-solving with effective people leadership.
• A positive attitude, strong emotional intelligence and a commitment to leading by example.

Looking after you:
We are committed to ensuring our people are well looked after. In addition to a rewarding and challenging career, we will provide:

• Staff discounts across the GPC Asia Pacific group of Companies
• Employee assistance program
• A highly safety conscious work environment
• We proactively support our working parents in a variety of meaningful ways, and our parental leave top-up allowance is one of the ways we do this
• Paid volunteer leave allowing you to give back to your chosen charity/community organisation

GPC Asia Pacific
Movement is in our DNA. We are GPC Asia Pacific: one of the largest industrial and automotive aftermarket parts and service suppliers in Australia, New Zealand and South East Asia. Our iconic brands include Repco, NAPA & McLeod Accessories.

Yet we are more than just a parts and service company. We propel people forward.

With over 8000 team members in Asia Pacific, and 60k+ globally, being part of Genuine Parts Company won’t leave you standing still. Reach is key to our success. Learn more about our business online at www.gpcasiapac.com

Please note only short-listed candidates will be contacted.

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GPC conducts its business without regard to sex, race, creed, color, religion, marital status, national origin, citizenship status, age, pregnancy, sexual orientation, gender identity or expression, genetic information, disability, military status, status as a veteran, or any other protected characteristic. GPC's policy is to recruit, hire, train, promote, assign, transfer and terminate employees based on their own ability, achievement, experience and conduct and other legitimate business reasons.