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 key 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 environment. 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

Service Desk Operations & Leadership

- Lead end-to-end Service Desk operations across all support channels, queues, and business functions.
- Manage, mentor, and develop Service Desk teams, driving performance, engagement, accountability, and operational excellence.
- Act as the primary escalation point for critical and high-impact incidents, ensuring timely resolution and business continuity.
- Drive a customer-focused culture with strong emphasis on service quality, SLA performance, First Contact Resolution (FCR), and customer satisfaction.

Workforce Planning & Operational Readiness

- Oversee workforce planning, resource forecasting, shift scheduling, and operational readiness to support business demand.
- Ensure adequate support coverage during peak trading periods, promotional events, seasonal demand, stocktakes, and public holidays.
- Drive operational resilience and business continuity planning to maintain uninterrupted service delivery.

Governance, Reporting & Service Improvement

- Maintain strong ServiceNow governance, ensuring ticket quality, categorisation accuracy,



backlog management, ageing control, reassignments, and data integrity.
- Produce operational reporting and performance insights for leadership and stakeholders.
- Monitor and improve key service metrics including SLA achievement, resolution quality, ticket reopens, customer effort, and CSAT.
- Identify and implement opportunities for process optimisation, automation, and continuous service improvement using data-driven insights.

Retail & Store Support Operations

- Provide operational leadership supporting retail stores, support centres, distribution centres, warehouses, and corporate users.
- Ensure effective support for POS systems, payment platforms, store devices, scanners, retail applications, and supply chain systems.
- Coordinate rapid response activities for incidents impacting store trading, customer transactions, and business-critical operations.
- Manage supplier and vendor performance, ensuring contractual commitments, service levels, and improvement initiatives are achieved.

Quality, Knowledge & Team Development

- Lead onboarding, training, coaching, and capability development initiatives.
- Drive quality assurance, ticket reviews, process compliance, and knowledge management practices.
- Foster collaboration across support teams and stakeholders to enhance service consistency and operational effectiveness.

Skills & Experience

- 3-5+ years' experience as a Service Desk Lead, Shift Lead, Team Lead, Service Desk Supervisor, or similar leadership role.
- Proven experience managing Service Desk operations within a large enterprise environment.
- Experience leading geographically distributed teams across onshore, offshore, and nearshore delivery models.
- Strong understanding of ITIL and IT Service Management (ITSM) principles.
- Hands-on experience with ServiceNow or similar ITSM platforms.
- Strong workforce management, queue management, reporting, and operational governance experience.
- Excellent stakeholder management, communication, leadership, and problem-solving skills.

Mandatory Retail Experience

- Experience supporting retail, grocery, FMCG, multi-site,



or high-volume operational environments.
- Understanding of retail store operations, trading-critical support requirements, and business continuity priorities.
- Experience supporting store technology including POS systems, payment platforms, retail applications, distribution centre operations, and supply chain environments.

Preferred Qualifications

- ITIL Foundation Certification (or higher).
- Experience supporting large national retail organisations.
- Vendor and supplier management experience.
- Exposure to workforce management and contact centre operations.

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 opportunity 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 Analyst (Voice Support) (Melbourne)
🏢 HCLTech - Australia and New Zealand
📍 Melbourne