Service Desk Team Lead | Brisbane, West End
Core
Lead a mixed onshore and offshore Service Desk team to ensure reliable IT operations for 310+ fitness club locations across Asia Pacific.
Role type
Senior Service Desk Team Lead (IT Operations)
Builds
Connected IT support ecosystem for club teams, support staff, and brand teams across 270+ locations
Domain
Health & Wellness / IT Service Management
Required skills
Team leadership, ITIL 4 practices, Jira Service Management, incident management, offshore team management, Windows 11, Microsoft Intune, Entra ID, Microsoft 365, Defender for Endpoint, Teams Rooms, change management, knowledge base management
Preferred skills
ITIL 4 Foundation certification, Microsoft MD-102 or MS-900 certification, Bachelor's degree in IT/CS
Technologies
Jira Service Management, Windows 11, Intune, Entra ID, Microsoft 365, Defender for Endpoint, Teams Rooms
Responsibilities
Run daily Service Desk operations including triage, prioritization, and queue management; Lead and coach onshore and offshore teams across time zones; Act as escalation point for complex technical issues and P1/P2 incidents; Manage CMDB, asset records, and knowledge base; Coordinate with offshore provider account managers; Report on SLA performance and incident trends
Seniority
Senior, hands-on IC with leadership responsibilities
