Service Desk Team Leader – ITSM / EUC / Service Improvement
If you're a Service Desk leader who enjoys fixing the way support actually works not just managing queues this could be a great role.
Our client is looking to appoint a Service Desk Team Leader who will lead a small, established ANZ Service Desk and help move the function from a reactive help-desk model to a more mature, customer-focused service operation.
This is
not an Infrastructure Engineer role
and it's not a purely strategic Service Delivery Manager position either.
You'll need to be comfortable doing both: leading the team, improving the service model, owning ITSM processes and tooling, and still being technically credible enough to step into more complex EUC escalations when required.
If you're a Service Desk leader who enjoys fixing the way support actually works not just managing queues this could be a great role.
Our client is looking to appoint a Service Desk Team Leader who will lead a small, established ANZ Service Desk and help move the function from a reactive help-desk model to a more mature, customer-focused service operation.
This is
not an Infrastructure Engineer role
and it's not a purely strategic Service Delivery Manager position either.
You'll need to be comfortable doing both: leading the team, improving the service model, owning ITSM processes and tooling, and still being technically credible enough to step into more complex EUC escalations when required.
What you'll be responsible for
You'll lead a team of four Service Desk professionals across Australia and New Zealand and take ownership of the day-to-day performance and continued development of the function.
The remit includes:
Leading the AU/NZ Service Desk as one integrated team
Improving ticket ownership, responsiveness, SLA performance and customer experience
Driving greater structure, accountability and ITSM maturity
Moving the function from reactive support towards proactive service improvement
Owning and improving the
HALO ITSM
environment, including workflows, reporting, configuration and adoption
Helping migrate the New Zealand Service Desk onto the HALO platform
Operationalising policies and procedures arising from broader ISO ***** uplift
Driving better Incident, Problem, Change and Knowledge Management practices




Identifying automation, self-service and shift-left opportunities
Acting as a senior escalation point for more complex EUC / Level 3 support issues
Building stronger service reporting and dashboards
Helping make the Service Desk the genuine front door into IT
Supporting vendor relationships and taking on additional operational ownership over time
Helping develop broader service coverage across Australia and New Zealand, including a future on-call model
The broader technology environment is Microsoft-led, but this role is focused on
EUC and service management rather than deep Azure engineering
. You'll need enough technical capability to investigate issues, gather relevant logs and troubleshoot intelligently before escalating into Infrastructure.
What we genuinely need
You should apply if you have
all or most
of the following:
Proven experience leading a
Service Desk, EUC support or IT Operations support function
Strong practical experience with
ITIL / ITSM processes
Experience improving service maturity, not simply maintaining an existing operation
Hands-on experience administering or configuring an ITSM platform — ideally
HALO
, but strong backend experience with
ServiceNow, Freshworks, Jira Service Management, Cherwell or similar
will be considered
Experience configuring things such as workflows, queues, SLAs, dashboards, reporting, automation or service processes —
not simply raising and managing tickets
Strong Incident, Problem, Change and escalation-management experience
Good technical grounding across
Microsoft 365, Active Directory / Entra ID, endpoint / desktop support and modern workplace technologies
Enough technical depth to assist with complex EUC escalations and know when an issue should move to Infrastructure
Demonstrated people leadership, coaching and performance management




Strong stakeholder communication and a genuine customer-service mindset
Experience using reporting and service metrics to drive improvement
An ITIL certification and a career orientation towards
service management / service delivery
The confidence to challenge poor processes and introduce better ways of working
MUST BE AUSTRALIAN PR OR CITIZEN
Previous experience supporting geographically dispersed or multi-country teams would be highly regarded.
This probably isn't the right role if...
This role is unlikely to suit you if your experience is predominantly:
Infrastructure / Cloud Engineering with limited Service Desk leadership
Pure project management
Service Delivery governance without hands‐on Service Desk ownership
Senior desktop support without people leadership
Using an ITSM system only as an end user, with no backend configuration or service‐improvement experience
Managing tickets but not improving the underlying service model
If you are on a Visa or need sponsorship
Equally, if your primary career goal is to move into Cloud or Infrastructure Engineering, this probably isn't the right next step. The career stream here is strongly focused on
IT Service Management, Service Delivery and Customer Experience
.
The environment
You'll report to the
Head of Cloud & Cyber
and work closely with Infrastructure, Cyber Security and IT Service Management.
The role is based in
Macquarie Park
, with a hybrid arrangement of
3 days onsite and 2 days working from home
.
You'll also work closely with the New Zealand Service Desk team and travel to Auckland approximately
3-4 times per year
.
Package
$130,000–$165,000 inclusive of super
, depending on experience.
Candidates towards the top end will ideally bring deeper ITSM maturity, strong Service Desk transformation experience and/or direct HALO expertise.
Benefits
Hybrid working with 3 days onsite
Hybrid working with 2 days from home
Onsite parking
Bonus potential
Paid career development
Additional leave purchase options
Paid charity leave
Health discounts
Employee savings through fleet discounts and tax-effective vehicle packaging
Genuine opportunities to build your career within an established Australian business
#J-*****-Ljbffr

📌 Service Desk Team Leader – Itsm / Euc / Service Improvement (Sydney)
🏢 TRC Group
📍 Sydney