Team Leader Service Desk - GPC Asia Pacific Rowville

GPC Asia Pacific (APAC); Melbourne; Hybrid; AUD 90,000 - 110,000; Full time

Benefits offered by this job

Staff discounts

Private health insurance discount

Employee assistance program

Parental leave top-up

Volunteer leave

Job summary

GPC Asia Pacific (APAC) is seeking a Service Desk Team Leader to guide a skilled team across Australia, New Zealand and China. You will coach analysts, manage workloads and escalations, and ensure service levels while driving continuous improvement.

The role is based at Rowville with initial on-site training and a transition to hybrid work (2 days WFH, 3 days in office). You will report to the IT Service Desk Manager and lead by example with strong communication and ownership.

Qualifications

• Experience leading, mentoring and developing an IT Service Desk or technical support team.
• Strong troubleshooting, incident management and problem solving with a methodical approach.
• Experience with service desk operations: workforce planning, rostering, SLA performance and escalations.
• Excellent stakeholder engagement, written and verbal communication with internal teams and vendors.
• Demonstrates accountability, integrity and leadership by example.
• Excellent organizational, time-management and prioritisation skills.

Responsibilities

• Lead, coach and develop a team of Service Desk Analysts to foster a high-performing culture.
• Oversee day-to-day Service Desk operations, manage workloads, escalations and priorities.
• Act as primary escalation point for complex incidents and major service issues.
• Build strong relationships with internal IT teams, business stakeholders and vendors.
• Drive continuous improvement through QA, knowledge management and process enhancements.

Skills

Team leadership

Coaching

Mentoring

Performance management

Technical troubleshooting

Incident management

SLA management

Stakeholder engagement

Communication

Continuous improvement

People management

Owning escalations

Tools

ITIL

Service Desk tooling

Job description

Excellent Salary and Free Onsite Parking (Rowville Location)Hybrid Work Environment (2 days WFH, 3 days in Office)Career Development and Progression OpportunitiesCorporate Discounts AvailableEnsure IT Services are supported and maintained while striving for customer satisfaction through clear communication.The RoleAs 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 presentationA relentless can do attitudeAbility to work autonomouslyAbility to take ownership and accountability of tasksBe a role model to all Service Desk AnalystsStrong and effective communication skills with all stakeholders within the businessCustomer and results focusedBe a leader who drives continuous improvement in a positive environmentStrong emotional intelligence skills to understand teams strengths and areas of development to implement structured plans for continued growthBe highly visible, live the Company values and lead by personal exampleTo 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 CompaniesPrivate health insurance discountsEmployee assistance programA highly safety conscious work environmentWe 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 thisPaid volunteer leave allowing you to give back to your chosen charity/community organisationGPC Asia PacificMovement 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.comSend your CV to our Careers Team by clicking APPLY!Please note only short-listed candidates will be contacted.Not the right fit? Let us know you're interested in a future opportunity by joining our Talent Community on jobs.genpt.com or create an account to set up email alerts as new job postings become available that meet your interest!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.