Service Desk Team Lead

6-Month Contract | Adelaide | ASAP Start Your new company
A major organisation in South Australia is seeking an experienced Team Lead - Service Desk to step into a critical leadership position supporting a high-volume, multi-site IT support environment. This role is ideal for a motivated IT support leader who thrives in complex, customer-focused settings and is confident managing both people and process.

Your new role
The appointment of an additional Team Lead is driven by operational scale, service complexity, and workforce structure. You will play a key part in ensuring the efficient running of the Service Desk, supervising daily operations, guiding team performance, and supporting the delivery of high-quality IT support services across the organisation.
Key Responsibilities

• Lead and supervise the Service Desk team, including task allocation, roster management, and performance monitoring.
• Oversee escalated service requests and incidents, ensuring sufficient detail for fast and efficient resolution by second and third-level support teams.
• Enhance customer satisfaction by ensuring effective communication between Service Desk staff and customers, particularly during major incidents.
• Support the development and improvement of processes, procedures, and documentation.
• Foster strong stakeholder engagement and contribute to change management initiatives.

What you'll need to succeed

• Extensive experience leading and supervising technical support teams in a large and complex environment.
• Strong interpersonal and communication skills, including the ability to communicate clearly across all levels of an organisation.
• Experience developing processes, documentation, and procedures that support continuous improvement.
• Understanding of change management fundamentals within IT service environments.

Desirable experience includes:

• Establishing or forming new teams.
• Proficiency with ServiceNow.
• Ability to develop and generate management reports.

What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or contact Ravindu Tharuka on (08) 7221 4181 or [email protected] for further information.At Hays, we value diversity and are passionate about placing people in a role where they can flourish and succeed. We actively encourage people from diverse backgrounds to apply.
If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.
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