Job Description
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Team Lead, Enterprise Service Desk (FS) based in Australia.
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This role is an opportunity to lead technical service delivery within a fast-paced, enterprise-focused IT support environment.
n You will serve as a senior escalation point for Tier 1 and Tier 2 analysts, helping resolve complex incidents while maintaining strong SLA performance.
n The position combines hands-on troubleshooting with team leadership, coaching, quality assurance, and service management.
n You will collaborate closely with Tier 3 engineers and specialist teams to drive timely resolution of incidents and service requests.
n Your expertise across Microsoft technologies, infrastructure, networking, endpoint management, and ITSM platforms will be central to the role.
n Success requires a customer-first mindset, strong technical judgment, and the ability to translate complex issues into clear, practical solutions.
n This is a fully remote position with a permanent night-shift schedule and a long-term opportunity to grow within a structured service delivery environment.
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Accountabilities
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Monitor live tickets throughout the day and enforce SLA and KPI requirements to maintain service performance, responsiveness, and customer satisfaction.
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Provide technical and procedural escalation support to Service Desk Analysts, resolving complex issues and helping teams progress incidents efficiently.
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Perform hands‐on troubleshooting across end‐user devices, systems, applications, infrastructure, and connectivity while responding to phone, email, and web-based requests as required.
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Coach, mentor, and provide real‐time guidance to Service Desk Analysts, helping develop technical capabilities and improve individual and team performance.
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Identify team strengths and development areas and communicate relevant observations to service management during performance and review cycles.
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Support quality assurance activities by reviewing ticket quality, documentation, escalation practices, and adherence to service management standards.
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Review and approve escalations to Tier 3 and specialist teams, ensuring tickets contain accurate information, appropriate troubleshooting history, and clear next steps.
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Collaborate with Tier 3 engineers and subject‐matter experts to coordinate complex incident resolution and minimize service disruption.
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Apply knowledge of client contracts and service commitments to ensure requests and incidents are handled in accordance with agreed obligations.
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Support incident, request, problem, change, and major incident management processes within the service delivery model.
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Assist with onboarding and training of new Service Desk team members, helping them understand technical procedures, tools, and service expectations.
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Continuously identify opportunities to improve service quality, ticket hygiene, escalation processes, and overall operational efficiency.
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Requirements
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Minimum 5 years of experience in IT support, service desk, infrastructure support, or a closely related technical service delivery environment.
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Experience working within a large-scale service delivery organization is an advantage.
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Strong experience with the ServiceNow ITSM platform and practical knowledge of ITIL principles and service management practices.
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Demonstrated experience across incident, service request, problem, change, and major incident management.
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Strong technical knowledge of IT infrastructure, desktop support, networking, and enterprise environments.
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Hands‐on experience with Microsoft Windows *****, Microsoft Server *********, Microsoft 365, and Intune.
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Experience with Entra ID/Azure Active Directory, traditional Active Directory, Citrix XenApp, and virtualization technologies such as VMware, Hyper‐V, or Proxmox.
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Familiarity with Cisco Meraki and email security platforms such as Proofpoint or Mimecast.
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Ability to provide advanced technical troubleshooting and act as an effective escalation point for Tier 1 and Tier 2 support teams.
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Strong written and verbal communication skills, with the ability to communicate effectively with both technical and non‐technical stakeholders at different organizational levels.
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Excellent customer service and service management capabilities, with a professional and solutions-oriented approach.
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Ability to explain technical concepts clearly in simple, accessible language.
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High‐energy, collaborative, and approachable leadership style with a solid focus on coaching and team development.
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Ability to work effectively under pressure, prioritize competing demands, and manage multiple tickets and escalations simultaneously.
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Technical certifications or additional IT training are advantageous.
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Willingness to commit to a long‐term remote work arrangement and a permanent night‐shift schedule.
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Benefits
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100% remote, work-from-home arrangement.
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Long‐term opportunity within an enterprise IT service delivery environment.
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Opportunity to lead and mentor a technical Service Desk team.
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Exposure to a broad range of enterprise infrastructure, Microsoft, networking, security, virtualization, and ITSM technologies.
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Opportunity to develop advanced technical escalation and service management expertise.
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Collaborative environment with opportunities to work alongside Tier 3 engineers and specialist teams.
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Permanent night‐shift schedule designed around the operational requirements of the role.
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#J-*****-Ljbffr

📌 Team Lead, Enterprise Service Desk (Fs) (New South Wales)
🏢 Jobgether
📍 New South Wales