Ready to step into a role where your leadership truly shapes the IT experience across Tegel? We’re on the lookout for a people-focused, proactive, and technically savvy Service DeskTeam Lead to take the reins of our IT Support Desk and set the standard for exceptional service.
Based in Newmarket and reporting to the IS Service Delivery Manager, this is a fantastic opportunity for someone who thrives in a dynamic environment, enjoys developing others, and takes pride in delivering high-quality support across the business.
What You’ll Be Doing
In this role, you’ll:
1. Lead, coach, and empower a high-performing Support Desk team to deliver on SLAs and service expectations
2. Act as the escalation point for technical challenges and customer concerns
3. Oversee service request management, troubleshooting, and end-user support
4. Maintain high-quality documentation and ensure processes are consistently followed
5. Report on team performance, trends, and opportunities for improvement
6. Support IT asset and lifecycle management (ordering, receipting, e-waste, etc.)
7. Assist with PC and mobile device upgrades and collaborate with Infrastructure, Applications, and BI teams
8. Drive proactive issue resolution and continuous improvement in IT delivery
What You’ll be Bring
We’re looking for someone with:
9. A tertiary IT qualification
10. Solid enterprise IT experience, with proven team leadership exposure
11. Strong working knowledge of Microsoft technologies, networking, end-user computing, and cloud environments
12. Experience across ITSM practices (Incident, Service, Problem & Change Management)
13. Excellent communication skills, problem-solving strengths, and resilience under pressure
14. A team-oriented mindset with the flexibility to support wider IT activities
Why This Role Matters
You’ll be at the heart of how we support our people every day — ensuring they have the technology, reliability, and responsiveness they need to perform at their best. Your leadership will directly influence how IT services are delivered, improved, and experienced across the business.
Keen to Apply?
If you’re thinking about a fresh challenge for the new year — or know someone internally who a great fit would be — this is a chance you won’t want to miss.