Service Desk Team Lead

Primary Duties & Responsibilities

• Lead, mentor and support a team of high performing ICT support staff, to deliver first-class IT support services
• Oversee daily operations of the Service Desk, ensuring timely resolution of incidents and service requests in line with agreed SLAs.
• Monitor and manage ticket flow via the ticketing system and resource scheduling with efficiency.
• Act as a primary escalation point for complex technical issues affecting our users and business.
• Act as a subject matter expert on service desk operations, systems, and customer service practices.
• Ensure consistent and effective communication with end users including teaching staff, administration, parents and students.
• Develop and maintain ICT knowledge base articles and standard operating procedures.
• Monitoring and improving service quality through performance metrics, knowledge sharing, and proactive engagement with stakeholders.
• Collaborate with IT teams on broader technology initiatives and projects.
• Work with external vendors to deliver seamless client outcomes and tackle challenges head-on.
• Provide regular reporting on service desk performance and key metrics.
• Follow up with customers on an ad-hoc basis to identify areas for improvement and provide customer feedback to the appropriate internal teams.
• Support the ICT Operations Manager in planning and delivering ICT Initiatives.

Qualifications

• A minimum of 5+ years of hands-on, relevant IT Support experience
• Tertiary qualifications or accreditation in Service Management methodologies such as ITIL would be highly beneficial.
• Industry-recognized certifications such as Microsoft, CompTIA A+, Network+ and/or Security+x, or equivalent TAFE certification would be an advantage, but not essential.