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 27001 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 robust 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 Current 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-18808-Ljbffr

📌 Service Desk Team Leader – ITSM / EUC / Service Improvement (Sydney)
🏢 TRC Group
📍 Sydney