Emerging IT is on a mission to fuel success through meaningful change and problem-solving. We're looking for a Service Desk Team Leader to lead the day-to-day operations of our Service Desk team, delivering consistent, high-quality technical support that lives up to our standards — and our clients' expectations.

About the role

Reporting to the Technical Support Manager, you'll lead a team spanning Technical Support Level 1, 2 and 3, driving service excellence through structured leadership, smart use of technology, and a genuine focus on continuous improvement. You'll build strong relationships across the business, mentor your team, and own the outcomes that matter — SLAs, CSAT, and team performance.

What you'll be doing

Managing resources to hit SLA and KPI targets (95% response and resolution SLA)

Owning the escalation of major incidents and ensuring the team follows escalation procedures

Reporting and analysing ticketing data to identify recurring issues and drive process improvement

Ensuring all staff are trained, inducted, and measured against performance metrics

Driving CSAT outcomes through Smileback, aiming for best-in-class results

Running daily and weekly team meetings, and conducting quarterly and annual reviews for your direct reports

Reviewing timesheets ahead of month-end billing

What we're looking for

5+ years in IT support roles, with at least 2 years in a leadership or supervisory capacity





Proven experience managing a Service Desk or Technical Support team in a fast-paced workplace

Strong understanding of ITIL practices, incident management, and SLA/KPI tracking

Hands-on experience with ticketing systems such as ConnectWise, ServiceNow, or Zendesk

A track record of mentoring and developing technical staff across multiple levels

Experience leading CSAT initiatives and driving measurable satisfaction improvements

Familiarity with performance management, including conducting reviews and managing team metrics

Exposure to process improvement and change management within IT operations

Excellent communication skills, strong conflict resolution ability and team motivation capability, and an analytical, data-driven mindset

Certifications

CompTIA A+ / Network+ / Security+, HDI Support Centre Team Lead, or leadership/management training such as Cert IV in Leadership & Management (desirable)

Pre-Employment Requirements

The successful applicant will be required to complete a National Police Check as part of our pre-employment screening process. Employment is subject to the satisfactory completion of all required background checks.

Why Emerging IT

We're a business built on collaboration, life-long learning, human-centred thinking, and transformation. We're approachable specialists who empower our people to lead meaningful change — and we'd love for you to be part of that.

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📌 Service Desk Team Lead (Melbourne)
🏢 Emerging IT
📍 Melbourne