What we can do for you At Specsavers, we know that to reach your full potential you need to work somewhere that will bring out your best. We pride ourselves on offering a workplace with a supportive, driven, flexible and inclusive culture. Proud to be recognised as Australia’s #1 Best Place to Work for 2026 ranked 12th on Fortune’s list of the World’s 25 Best Workplaces. Here’s a taste of just some of our perks:
• Quarterly bonus scheme
• Two free pairs of glasses each year
• On-site free parking
• Birthday, Volunteer, Professional Development and Paid Parental Leave
• Health & Wellbeing programs
• Fully funded social club – provides a wide range of activities throughout the year So, if you like the sound of working for a company that’s dedicated to improving the lives of both their people and customers
- we think you’d look good at Specsavers. The Role & Team In your new role as a Service Desk Team Leader, you will join a team who pride themselves on both their quick-thinking problem-solving skills, their ability to build great relationships and provide excellent customer service across our business. Reporting into the Service Desk Manager, you will lead a team of seven to deliver exceptional customer support and consistently achieve service level targets. You'll oversee escalations, monitor queue performance, and ensure positive customer outcomes while maintaining high standards of service delivery and operational efficiency. You'll also coach, develop and motivate team members to perform at their best, fostering a culture of continuous improvement and accountability. Working closely with key stakeholders,



you'll drive enhancements across service delivery processes and knowledge management, while supporting reporting, onboarding of new services, and broader operational excellence initiatives. What we are looking for:
• Ideally, 1–2 years’ experience as a Team Leader with direct people-management responsibilities, including performance management, coaching, and developing direct reports.
• 4–5 years’ experience within a Service Desk, IT Support, or Contact Centre environment.
• Experience leading day-to-day Service Desk operations, including workload allocation, rostering or shift coverage, queue management, and escalation handling.
• Experience using ITSM platforms such as ServiceNow, or similar ticketing and incident-management systems.
• Solid understanding of incident, request, escalation and SLA management, with experience managing major incidents and high-priority issues, while coordinating effectively with resolver groups, vendors and business stakeholders in line with ITIL/ITSM best practices.
• Ability to monitor and report on team and service performance using KPIs such as SLA compliance, first-contact resolution, backlog, ageing tickets, customer satisfaction, and repeat incidents.




• Experience coaching and developing analysts through quality reviews, audits, one-on-ones, training, and structured development plans.
• Ability to identify recurring issues and lead service-improvement initiatives, including knowledge-base content, process updates, and automation opportunities.
• Excellent communication, stakeholder-engagement, and problem-solving skills, with the flexibility to support a seven-day operation and lead by example in a fast-paced, customer-focused environment.

About Us
Specsavers are rated the market leader for eye tests, the retailer of choice for contact lenses and one of the fastest growing hearing providers in Australia and New Zealand. We are on a continual mission to transform eye and hearing health by eliminating preventable vision loss and blindness, including Glaucoma and Diabetes, through improved prevention and early detection, as well as providing accessible and affordable hearing care. At Specsavers we believe a diverse, inclusive, and flexible culture enables our people to bring their whole selves to work and be proud of doing so. When it comes to flexibility, we understand that one size doesn't fit all. Our flexible working at Specsavers enables us to work in ways that support our lifestyle to help us balance our career with the other important things in life. Creating a great place to work for our people is pinnacle to us and along with our Behaviours is at the core of everything we do. We like to think it’s a fun and positive place to work – why not have a look for yourself https://join.specsavers.com

📌 Service Desk Team Leader (Melbourne)
🏢 Specsavers
📍 Melbourne