Team Lead - IT Service Desk
Core
Lead daily operations of the IT Service Desk across Sydney and Melbourne offices, providing people leadership, technical expertise, and process improvement to ensure user satisfaction and SLA compliance.
Role type
Senior IT Service Desk Team Lead
Builds
IT Service Desk operations, service catalogues, knowledge bases, and incident resolution processes
Domain
Professional Services / Legal Firm IT Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
ITIL framework, ITSM platforms, Microsoft 365, EntraID, Active Directory, hardware lifecycle management, incident escalation, workforce management, cybersecurity risk awareness
Preferred skills
iManage DMS, Citrix, networking, Windows servers, Essential 8, ISO 27001, RBAC
Technologies
Microsoft 365, EntraID, Active Directory, iManage DMS, Citrix, Windows 11, Windows servers
Responsibilities
Lead daily operations of the IT Service Desk and provide people leadership to members across Sydney and Melbourne offices; Develop team members and driving strong customer service culture focused on user satisfaction; Analysing ticketing data to identify trends and process improvement opportunities; Maintaining the ITSM platform including ownership of the service catalogue; Managing end-user asset refresh cycles of laptops and mobile devices; Coordinate team shift and after-hours support rosters; Provide hands-on technical expertise with developing technical solutions and processes within the Service Desk function; Cultivate an awareness of information security risks and instil best cybersecurity practises
Seniority
Senior, hands-on IC with people leadership
