Job Description

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.

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About the role

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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.

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What you'll be doing

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

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

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

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

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

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

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Reviewing timesheets ahead of month-end billing

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What we're looking for

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

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

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

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

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

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Experience leading CSAT initiatives and driving measurable satisfaction improvements

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

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Exposure to process improvement and change management within IT operations

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

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Certifications

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

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Pre-Employment Requirements

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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.

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Why Emerging IT

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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.

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