Working at Melba Support Services (Melba)
We support people with disability to live the life they want.
We have a Zero Tolerance approach to violence, abuse, neglect, and exploitation.
Every member of the Melba community is committed to The Melba Way Charter, our vision, purpose and values.
Melba aims to create welcoming and respectful workplaces that promote inclusive and collaborative working relationships.
For over 50 years, Melba has stood beside Victorians with disability, championing choice, dignity, and dreams. As a proud NDIS provider, we offer personalised support, from independent living to community connection. Every service is built around what matters most. You!
We open up a world of opportunities for people to live life their way – proudly, joyously, creatively, adventurously.
Why Join Us?
At Melba, people lead all decisions about their support. We are proud to do things a little differently, we call it The Melba Way. We ask questions and listen, tailoring all supports to what you need and want and we tailor all supports to each person. It's how we bring our values to life every day. It's about putting people first, creating personalised support every minute, every hour, every day. If this resonates with you, come join us!
About the Role
This is a full-time, 24-month fixed-term opportunity. As the Service Desk Team Lead, you'll lead Melba's internal Service Desk function and play a critical role in ensuring our people receive high-quality, responsive and customer-focused IT support. This role combines people leadership, service management and hands-on technical expertise. You'll oversee the day-to-day operations of the Service Desk, coach and develop a team of Service Desk Analysts, drive service improvements, and act as the escalation point for complex technical issues. Working closely with internal stakeholders, external service providers and the broader Technology team, you'll help create a positive support experience for our employees while ensuring services remain reliable, secure and fit for purpose. This role operates across a rotating Service Desk model, with support provided between 7:00am and 7:00pm, Monday to Friday.
What We Offer
When you join Melba, you become part of an organisation that values its people and believes excellent services start with great teams.
As a Service Desk Team Lead, we offer:
Not-for-profit salary packaging benefits to increase your take-home pay
Ongoing learning and professional development opportunities
Career pathways across a diverse range of functions and services
The opportunity to lead and shape a growing Service Desk function




Exposure to modern technologies and digital transformation initiatives
Supportive leaders and collaborative teams
Employee wellbeing initiatives and support services
The opportunity to make a meaningful impact by supporting the people who support others
What You'll Be Doing
In this role, you'll lead the delivery of exceptional IT support services across Melba while developing a high-performing and customer-focused Service Desk team.
You will:
Lead the day-to-day operations of the Service Desk, ensuring efficient and effective support delivery
Coordinate rosters, workload allocation and service coverage across operating hours
Coach, mentor and develop Service Desk team members to build capability and performance
Monitor ticket queues, service levels and trends to ensure timely resolution of incidents and requests
Act as the primary escalation point for complex or high-priority technical issues
Troubleshoot and support Microsoft 365, Entra ID, Intune, Windows devices and related technologies
Coordinate responses to major incidents, service outages and cyber security events
Drive a strong customer service culture focused on user satisfaction and positive outcomes
Partner with internal stakeholders and external service providers to resolve issues and improve services
Monitor onboarding, offboarding, access management and asset control processes
Analyse service performance data and provide reporting to key stakeholders
Lead continuous improvement initiatives, knowledge management and process optimisationEnsure Service Desk practices align with ITIL principles, security requirements and organisational standards
What Makes a Great Service Desk Team Lead?
We're looking for a people-focused leader who enjoys developing teams, solving problems and delivering outstanding customer experiences. You'll be equally comfortable coaching staff, managing service performance and rolling up your sleeves to support complex technical issues when required.
You will bring:
Experience working within a Service Desk, Helpdesk or technical support environment, including team leadership experience
Strong knowledge of Microsoft 365, including Exchange Online, Teams, SharePoint and OneDrive




Experience supporting cloud identity and endpoint management technologies, including Entra ID and Intune
Strong technical troubleshooting skills across desktop, mobile and collaboration technologies
Experience using IT service management platforms and applying ITIL principles in operational environments
Understanding of cyber security principles and secure access management practices
Proven ability to lead, coach and develop high-performing teams
Strong organisational and workload management skills
Excellent analytical and problem-solving capability
A customer-first mindset and commitment to service excellence
Excellent written and verbal communication skills with the ability to communicate effectively with both technical and non-technical audiences
Strong stakeholder engagement and relationship management skills
Experience developing and improving processes, procedures and documentation
Professional integrity, accountability and commitment to confidentiality
A commitment to continuous learning, improvement and innovation
Relevant Microsoft, Azure, Endpoint Management or ITIL certifications (desirable)
Requirements
To be successful in this role, you'll need:
Current NDIS Worker Screening Check or willingness to obtain
Current Working with Children Check or willingness to obtain
A current Australian Driver Licence and willingness to travel between Melba locations as required
Availability to support Service Desk operations across a rotating roster model between 7:00am and 7:00pm, Monday to Friday
Successful completion of pre-employment screening, mandatory training and ongoing compliance requirements
Commitment to workplace health, safety and wellbeing responsibilities
Inclusion at Melba
Melba Support Services recognises the contribution that a diverse workforce makes to continuousimprovement and service delivery and is an Equal Opportunity Employer. Melba Support Services valuesdiversity and encourages applications from Aboriginal and Torres Strait Islanders. People with disabilitiesand from culturally and linguistically diverse backgrounds are also encouraged to apply. Melba SupportServices is committed to making reasonable adjustments to the recruitment process and day-to-day work.As a provider of supports and services to children, Melba is committed to ensuring that every child feels safeand respected. All Melba staff and volunteers have a responsibility to make sure that children's wellbeingand safety comes first, that they are supported to achieve their potential, respected, and protected fromabuse and neglect.
#J-*****-Ljbffr

📌 Service Desk Team Lead (Melbourne)
🏢 Melba Support Services
📍 Melbourne