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Service Desk Team Leader

Hays Melbourne, Australia
Posted 28 days ago Permanent Competitive

Service Desk Team Leader

Hays Melbourne, Australia
See job description for details
Service Desk Team Lead job | Melbourne's South-East | Hybrid Working | Permanent Opportunity | ASAP Start Your new company
Join a large and complex organisation delivering critical IT services across multiple locations. Operating across more than 80 sites, this organisation has invested heavily in its technology landscape and is focused on making continuous improvements across service delivery, automation, and end-user experience. You'll be a part of a collaborative and forward-thinking IT function with a strong focus on innovation and operational excellence.

Your new role
In this exciting role, you will be:
  • Leading and developing a team of service desk professionals supporting users across approximately 80 sites.
  • Overseeing end-to-end service desk operations, ensuring incidents and requests are resolved within SLAs.
  • Driving continuous improvement, automation, and self-service adoption across the support function.
  • Managing incident escalation, major incidents, and service communications.
  • Taking ownership of End User Computing, including device lifecycle management and strategy.
  • Managing key platforms such as ServiceNow and working closely with vendors to deliver enhancements.
  • Overseeing operational budgets, including OPEX/CAPEX for IT services and platforms.
  • What you'll need to succeed
    To be successful in your application, you will need:
  • Proven experience leading a service desk or IT support team in a complex environment.
  • Ability to coach, mentor, and manage team performance.
  • Strong technical understanding of end-user computing, infrastructure, and ITSM tools (ServiceNow).
  • Demonstrated experience improving service delivery, driving automation, and optimising workflows.
  • Strong financial acumen and experience managing budgets.
  • Excellent stakeholder and vendor management skills.
  • Understanding of ITIL frameworks and service management best practice.
  • What you'll get in return
    This role offers strong organisational support and the opportunity to drive meaningful improvements across service delivery. This is a leadership role with genuine career progression and the chance to shape the future of IT within a large-scale environment. You will also be offered an attractive salary, with flexible working arrangements. Do not miss out!

    What you need to do now
    If you're interested in this role or know of someone that may be, please click 'Apply Now' or forward an updated CV to Sally.Beautyman@hays.com.au.#3002199
    Job ID  3002199
    ABOUT COMPANY
    Sydney, Australia
    12100 Employees HR & Recruitment

    About us

    At Hays, we invest in lifelong partnerships that empower people and businesses to succeed. You are at the heart of everything we do. With over 50 years’ experience and a workforce of more than 10,000 people across 32 countries, we collectively put our customers, at the heart of everything we do.

    Drawing on knowledge that’s unique to our scale, our commitment to understanding your needs and our ability to meaningfully innovate we are more than just a specialist recruitment business. By providing advice, insights and expertise on issues you face in today’s fast paced world of work, we’ll help you make the right decisions for tomorrow.

    Looking for the right role for you? 

    At Hays we know that finding the right role at the right time takes careful consideration. As your lifelong career partners, we’re by your side, every step of the way.

    Whether you’re seeking a new opportunity or support in navigating a career change, we bring the expertise and the connections to partner with you to help you realise your ambition.

    Providing an unmatched breadth of jobs across industries and professions whilst leveraging our knowledge, employer relationships, learning opportunities and support, we can offer you roles that challenge and excite you.

    Take the next step at hays.com.au

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