Service Desk Lead

Service Desk Lead in Perth | Permanent Role

We’re looking for an experienced Service Desk Lead to lead a small team across Australia and help shape the next evolution of the organisation’s technology support function.
This is broader than simply managing a Service Desk. We’re looking for someone who combines strong people leadership and technical credibility with a genuine appetite for innovation. You’ll be responsible for delivering a great end-user experience today, while also looking at how AI, automation and smarter ways of working can improve the service of tomorrow.
The Role You’ll lead and develop a team of approximately 5–6 people, creating a high-performing and customer-focused Service Desk that works closely with teams across the broader Technology function.
Key responsibilities will include:

• Lead, coach and develop the Service Desk team, building capability and creating a strong culture of accountability and continuous improvement.
• Drive a consistently positive end-user experience, ensuring the Service Desk is seen as a trusted and professional technology partner.
• Provide technical leadership and direction, supporting the team through more complex issues and escalations.
• Identify opportunities to introduce AI, automation, self-service and other emerging technologies to improve efficiency and the overall support experience.
• Maintain strong operational standards across ticket management, prioritisation, escalations and service performance.
• Build effective relationships across Infrastructure, EUC, Applications, Platforms, Identity and Cyber Security, ensuring issues are resolved collaboratively.
• Work alongside project teams to understand upcoming technology changes, assess support requirements and help transition new services effectively into BAU.

About You You’ll have experience leading a Service Desk, IT Support or Service Delivery function within an enterprise environment, with a track record of developing people and improving service outcomes.
You’ll bring strong technical knowledge across areas such as Microsoft 365, Active Directory, Identity & Access Management, End User Computing and common enterprise applications. You don't necessarily need to be the person resolving every technical issue yourself, but you should be technically capable enough to lead the team, challenge thinking, understand complex issues and engage credibly with specialist technology teams.
We’re particularly interested in someone who is curious about the future of Service Operations.

You’ll naturally look for better ways of doing things and be excited by the opportunity to use AI and automation to reduce repetitive work, improve self-service and create a more proactive support model.
You’ll also be a calm and pragmatic leader who communicates well, builds strong stakeholder relationships and is comfortable balancing BAU priorities alongside a busy pipeline of technology change.
The Opportunity This is a chance to take ownership of an established Service Desk while having genuine scope to develop the team, improve the service and introduce new ideas.

For someone who brings together people leadership, technical capability, customer focus and innovation, there’s a real opportunity to make an impact on how Technology support is delivered across the organisation.