We are HCLTech, one of the fastest-growing large tech companies in the world and home to 219,000+ people across 54 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud.

The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be.

At HCLTech Australia, we value the unique perspective and contributions of all individual and we actively encourage applications from Aboriginal and Torres Strait Islander people to apply for this role.

Are you ready to be an important part of this ever-transformational journey?

Location: Melbourne

We are seeking an experienced Service Desk Shift Lead to oversee end-to-end Service Desk operations within a large-scale retail technology setting. This role is responsible for leading support teams across onshore, offshore, and nearshore locations, ensuring operational excellence, service stability, and exceptional customer outcomes.

You will manage real-time service delivery, workforce planning, escalations, service governance, and continuous improvement initiatives supporting retail stores, distribution centres, supply chain operations, and corporate users.

Key Responsibilities

Team Leadership and People Management

· Lead, mentor, coach, and manage Service Desk Analysts across multiple locations.

· Drive a high-performance culture through coaching, feedback, and accountability.

· Support performance reviews, career development planning, recruitment, onboarding, and capability uplift.

· Work with HR and leadership on employee engagement, performance management, and team effectiveness.

Operations and Service Delivery

· Own real-time operational performance across all support channels, queues, and supported business areas.

· Ensure consistent achievement of key service metrics including ASA, abandonment rate, First Contact Resolution, SLA compliance, and CSAT.

· Monitor service queues and proactively manage workload distribution to maintain service stability.

· Act as the primary escalation point for complex, critical, or high-impact incidents.

· Drive timely incident resolution, root cause follow-up, and corrective action tracking.

Retail and Store Support Operations

· Provide operational leadership for support across retail Supermarkets, support centres, distribution centres, warehouses, and corporate users.

· Support business-critical retail technology including POS systems, EFTPOS/payment platforms, store devices, handheld scanners, store infrastructure, inventory applications, and supply chain systems.

· Ensure operational readiness during peak trading periods, promotional events, stocktakes, seasonal sales, and public holidays.

· Coordinate rapid response and restoration activities for incidents impacting store trading, customer transactions, or critical retail operations.

· Understand the business impact of technology outages in a retail store environment and prioritize accordingly.

Workforce Planning and Scheduling

· Forecast call volumes, ticket demand, and staffing requirements to support effective coverage.





· Develop and maintain shift rosters and support coverage models.

· Adjust staffing levels for demand fluctuations, leave coverage, training, transitions, and peak periods.

· Collaborate with stakeholders to align capacity with business priorities and trading requirements.

Training, Quality Assurance and Knowledge Management

· Lead onboarding, cross-skilling, and ongoing capability development for Service Desk teams.

· Drive knowledge sharing and maintain documentation standards across SOPs, work instructions, runbooks, and knowledge articles.

· Oversee quality assurance activities including ticket reviews, call quality monitoring, process compliance, and performance scorecards.

· Identify training gaps and coordinate remediation sessions to improve service quality and consistency.

Change, Transition and Continuous Improvement

· Support onboarding of new services, support functions, teams, and transition activities.

· Coordinate knowledge transfer, operational readiness checks, and go-live support planning.

· Drive continual service improvement using operational metrics, trend analysis, and customer feedback.

· Support business continuity planning, operational resilience, and critical retail event readiness.

Governance, Reporting and Service Management

· Ensure strong ServiceNow governance including ticket quality, categorization accuracy, priority accuracy, backlog ageing, reassignment reduction, and data integrity.

· Produce operational reporting, dashboards, and service performance insights for leadership and customer stakeholders.

· Monitor repeat contacts, reopens, customer effort, resolution quality, and other customer experience indicators beyond headline SLAs.

· Support supplier performance management, contractual obligations, corrective action plans, and measurable continual improvement.

Stakeholder and Customer Engagement

· Build effective relationships with business stakeholders, customer representatives, and internal leadership teams.

· Align Service Desk operations with customer priorities, operational risk, and retail business needs.

· Deliver transparent service updates, service review inputs, and performance insights.

· Manage escalations professionally and drive customer satisfaction and service quality outcomes.

Mandatory Skills and Experience

Service Desk Leadership

· Minimum 3-5 years of experience as a Service Desk Shift Lead, Team Lead, Service Desk Supervisor, or equivalent role.

· Proven experience managing Service Desk operations in a large enterprise environment.

· Strong understanding of ITIL and IT Service Management principles.

· Experience managing SLA, KPI, queue, incident, escalation, and operational performance metrics.

· Excellent communication, stakeholder management, analytical, and leadership skills.

· Experience using ServiceNow or a similar ITSM platform.

Retail and Store Support Experience - Mandatory





· Previous experience supporting a retail, grocery, FMCG, or multi-store business environment.

· Demonstrated understanding of retail store operations and trading-critical support requirements.

· Experience supporting POS systems, payment/EFTPOS platforms, store infrastructure, retail applications, distribution centre operations, and supply chain systems.

· Experience planning and managing support coverage for peak trading periods, promotional events, stocktakes, seasonal demand, and public holiday trading.

· Ability to prioritize and manage incidents impacting store operations, customer transactions, and trading continuity.

Technical and Operational Skills

· Solid workforce planning, shift scheduling, and real-time queue management capability.

· Experience managing distributed teams across onshore, offshore, and nearshore locations.

· Strong reporting and data-driven decision-making skills.

· Understanding of quality assurance, knowledge management, and continuous improvement practices.

· Ability to work effectively under pressure during critical incidents and high-volume support periods.

Preferred Qualifications

· ITIL Foundation certification or higher.

· Experience supporting large retail organizations with multiple store locations.

· Experience with workforce management and contact centre operations.

- · Vendor, supplier, and outsourced service provider management experience.

Why Us We are one of the fastest-growing large tech companies in the world, with offices in 50+ countries across the globe and 219,000 employees.

- Our company is extremely diverse with 165 nationalities represented.
- We offer the opportunity to work with colleagues across the globe.
- We offer a virtual-first work environment, promoting a good work-life integration and real flexibility.
- We offer comprehensive benefits for all employees.
- We are a certified great place to work and a top employer in 17 countries, offering a positive work environment that values employee recognition and respect.

Equality & Opportunity for All Representing 165 nationalities across the globe, we pride ourselves on being an equal prospect employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, colour, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, Aboriginal and Torres Strait Islander people or any other protected classification, in accordance with federal, state, and/or local law.

Candidate Data Privacy Notice | HCL Technologies

We are committed to respecting your privacy and for the protection of your personal data. Your personal data will be collected and processed in line with our candidate privacy notice: https://www.hcltech.com/candidate-privacy-notice. This privacy notice will help you to understand what personal data we collect about you, how we use this personal data, and what rights you have regarding your personal data.

By replying to this email or submitting any personal data to HCLTech, you acknowledge that you have read and understood the candidate privacy notice and have provided your consent to the processing of your data for recruitment purposes as described in the privacy notice”.

📌 Service Desk Lead (Shift lead) (Melbourne)
🏢 HCLTech - Australia and New Zealand
📍 Melbourne