We are seeking a motivated and driven Service Desk Team Lead to take ownership of our Service Desk function and drive excellence across IT support services.
This is an exciting opportunity for someone ready to hit the ground running and truly make the role their own.
About Applied Medical:
Applied Medical is a new generation medical device company with a proven business model and commitment to innovation that has fueled our rapid growth and expansion worldwide.
What connects us all is our mission to improve the affordability and accessibility of high-quality healthcare by delivering innovative technologies that enhance clinical care.
Be part of our growing Australian & Recent Zealand arm of our global organisation that makes decisions locally for what is right for patients, customers, our community, and the environment.
About the Role:
As a Service Desk Team Lead, you will be responsible for overseeing the daily activities of the Service Desk Analysts to ensure that end users receive the appropriate assistance.
You will provide guidance to technicians in the daily execution of their duties aligned to Applied's global processes and standards and be the first point of contact for any service delivery escalations.
The Service Desk Team Lead will also innovate and influence both local and global IT operations.
Your responsibilities will include:
Provide high-level IT support to users and business units across the organisation
Lead the day-to-day operations of the Service Desk, ensuring efficient incident and request management
Manage procedures for identification, prioritisation, escalation, and resolution of incidents
Monitor, track,



and coordinate Service Desk functions to meet service levels and business expectations
Lead, mentor, and develop Service Desk Analysts, fostering a high-performing and customer-focused team
Drive continuous improvement initiatives locally and contribute to global Service Desk enhancements
Participate in and contribute to IT projects across the APAC region, including user, system, and hardware support
Act as a trusted advisor to stakeholders, building strong cross-functional relationships
Analyse Service Desk trends and produce reports to inform decision-making and improve performance
Conduct research to identify opportunities to enhance processes, tools, and procedures
Support major incident management and contribute to Root Cause Analysis (RCA) documentation
Stay current with emerging technologies and industry best practices
Perform other duties and responsiblitites as required
About You:
A visionary leader with a big-picture mindset and a passion for continuous improvement
Proven ability to lead, influence, and develop teams in a fast-paced setting
Strong customer service mindset with the ability to build trusted relationships
Comfortable working cross-functionally and across global teams
Ability to navigate ambiguity, solve complex problems,



and make sound decisions
Proactive, adaptable, and driven to deliver meaningful outcomes
Ability to travel internationally as required
Skills, Experience, and Qualifications:
Bachelor's degree in Information Technology, Business (IT major), or related field
ITIL V3 or V4 Foundation certification (required)
Minimum 5 years' experience in a Service Desk, IT Support, or MSP environment
Desktop, laptop and iOS software and hardware troubleshooting skills
Experience or relevant knowledge of:
Microsoft Windows 11 desktop operating systems
Microsoft 365 suite
Intune/SCCM/AutoPilot Deployment technologies
Asset Management
Operational knowledge of Active Directory and Entra
Exchange Mailbox management and cloud services as found in the M365 suite
Understanding of networking concepts (TCP/IP, VPN/Tunnelling, DNS, VLANS) and the ability to troubleshoot
Remote support management tools
Why Applied Medical?
Work for a market leader who is proud to have a significant and sustainable impact on healthcare
A diverse work environment with an industry-leading culture of learning, development, and inclusion
Your wellness is important to us; Employee Assistance Program is available to all team members and their families
New Fitness & Wellbeing Benefits platform - WHEREFIT
Permanent and secure role with opportunity for flexible work arrangement upon completion of probation
Brand new office located in Geebung QLD
Professional office environment with supportive, welcoming management and team members
#J-*****-Ljbffr

📌 Ats Service Desk Team Lead - Apac (Brisbane)
🏢 Applied Medical
📍 Brisbane