Service Desk Lead

Service Desk Lead

Location: Remote (Australia)
Reports to: Managing Director, Sports & Leisure

About the Role

ThinkSmart Software (part of the ClearCourse Group) is a growing SaaS business supporting children’s activity providers across the UK. We’re looking for a Service Desk Lead to manage a small support team while improving how service desk operations are delivered, measured, and scaled.

About You

• Experience in a Service Desk or IT Support environment
• Previous team leadership or supervisory experience
• Strong understanding of incident and problem management
• Comfortable analysing data and driving improvements
• Ideally experienced in a SaaS environment

• Act as senior escalation point for complex support issues
• Lead, coach, and manage a small service desk team
• Analyse support data, trends, and performance metrics
• Improve ticket categorisation, reporting, and processes
• Enhance knowledge base content to drive self-service
• Provide customer insights, identifying recurring issues and root causes
• Collaborate with internal teams and external partners to improve outcomes