Team Leader Service Desk - GPC Asia Pacific Rowville

Description

Salary is listed as excellent, with free onsite parking at the Rowville location.

The role is hybrid: 2 days working from home and 3 days in the office.

There are career development and progression opportunities, plus corporate discounts.

The role keeps IT services supported and maintained, with a focus on customer satisfaction through clear communication.

Responsibilities

• You will lead the daily running of a Service Desk that supports over 500 locations across Australia, New Zealand and China, working closely with the IT Service Desk Manager.
• You will coach analysts, manage workloads, handle escalations, keep service levels on target and build a positive team culture.
• You will combine technical skill with people leadership to deliver service quality, efficient operations and ongoing improvement.
• You will report to the IT Service Desk Manager and lead, coach and develop a team of Service Desk Analysts, building a culture of accountability, collaboration and customer service.
• You will oversee daily Service Desk operations, managing resources, workloads, escalations and priorities to meet service commitments and business expectations.
• You will be the main escalation point for complex incidents and major service issues, leading and communicating clearly during high-impact situations.
• You will build working relationships with internal IT teams, business stakeholders and vendors to resolve issues on time and deliver strong customer outcomes.
• You will drive improvement through quality assurance, knowledge management, process changes, compliance work and operational initiatives that lift service performance and user experience.
• The role is based at the Rowville office. Initial training is full-time on site, after which you may move to hybrid work (2 days from home and 3 days in the office).

Requirements

• Experience leading, mentoring, coaching and developing an IT Service Desk or technical support team, including onboarding, training and performance management, is advantageous.
• Strong troubleshooting, incident management, critical thinking and problem-solving skills, with a logical, methodical approach, are advantageous.
• Experience running Service Desk operations, such as workforce planning, rostering, ticket allocation, SLA performance, response and resolution targets, escalations and task assignment, plus applying ITIL practices, is advantageous.
• Strong stakeholder skills, with the ability to build relationships and communicate professionally in writing and verbally with internal teams, business stakeholders and external vendors, is advantageous.
• A strong leadership presence, showing accountability, professionalism and integrity, and leading by example, is advantageous.
• Excellent organisation, time management and prioritisation skills are advantageous.
• Professional attitude and presentation are advantageous.
• A determined, can-do attitude is advantageous.
• Ability to work autonomously and to take ownership and accountability for tasks is advantageous.
• Be a role model to all Service Desk Analysts, leading by personal example, highly visible and living the company values, is advantageous.
• Strong communication with all business stakeholders is advantageous.
• A focus on customers and results is advantageous.
• Strong emotional intelligence, with the ability to understand team strengths and development areas and build structured plans for growth, is advantageous.
• You will show a passion for leading, coaching and developing high-performing teams.
• You will show accountability, resilience and confidence in making decisions and managing escalations.
• You will communicate well and build strong relationships with stakeholders.
• You will take a customer-focused approach, committed to service excellence and continuous improvement.
• You will balance technical problem-solving with effective people leadership.
• You will keep a positive attitude, use emotional intelligence well and lead by example.

Conditions

The role is based at the Rowville office, with full-time on-site training first and then hybrid work (2 days from home and 3 days in the office).

Send your CV to the Careers Team using the apply option. Only short-listed candidates will be contacted.

The company does not discriminate on the basis of sex, race, religion, age, disability, sexual orientation, gender identity, citizenship status or any other protected characteristic, and hires and promotes on ability, achievement and conduct.

Benefits

• Excellent salary and free onsite parking at Rowville.
• Staff discounts across the GPC Asia Pacific group, including private health insurance discounts.
• Employee assistance program.
• A highly safety-conscious work environment.
• Parental leave top-up allowance for working parents.
• Paid volunteer leave to support a charity or community organisation of your choice.
• Career development and progression opportunities.