Team Leader Service Desk - GPC Asia Pacific Rowville
Core
Lead the day-to-day operations of a dynamic Service Desk supporting over 500 locations across Australia, New Zealand, and China, ensuring service excellence and operational efficiency.
Role type
Senior IC Service Desk Team Leader
Builds
IT Service Desk operations and support for a global automotive and industrial aftermarket parts supply chain
Domain
IT Service Management (ITSM) / Automotive & Industrial Aftermarket
Required skills
People leadership and team coaching, Incident and escalation management, Workforce planning and rostering, SLA performance management, Stakeholder engagement, Continuous improvement and process enhancement
Preferred skills
Technical troubleshooting, ITIL service management practices, Knowledge management, Vendor relationship management
Technologies
ITIL, Service Desk tools, Ticketing systems
Responsibilities
Lead, coach, and develop a team of Service Desk Analysts; Oversee day-to-day operations including workload management and prioritization; Act as the primary escalation point for complex incidents; Build relationships with internal IT teams, business stakeholders, and vendors; Drive continuous improvement through quality assurance and process enhancement.
Seniority
Senior, hands-on IC with people leadership