Service Desk Team Leader

Location:: Queanbeyan
Sectors: ICT
Employment type: Permanent
Salary: AU$110000.00 - AU$114000.00 per annum
Contact name: Daniel Crowe

Contact email: daniel@clearedrecruitment.com.au
Job reference: BBBH2637_1729557743
Published: 18 days ago

Cleared Recruitment is currently seeking a NV1 Service Desk Team Leader for a major global defence technology company based in Canberra.
This pivotal role involves overseeing the Service Desk team, providing Level 1 and Level 2 support to staff across Australia & global workforce

The Service Desk Team Leader will work closely with the ICT Regional Manager to develop a professionally managed service desk environment.

Service Desk Team Leader responsibilities will include:

Key Responsibilities:

  • Manage Service Desk Operations:
    • Ensure efficient call centre coverage and effective ticket resolution processes.
    • Continuously assess and improve workflows to meet service level agreements (SLAs).
  • Handle Escalations:
    • Act as the primary point of contact for complex issues, coordinating responses to critical incidents.
    • Maintain detailed documentation of escalated issues and solutions.
  • Provide User Support:
    • Deliver technical assistance for software and hardware inquiries.
    • Conduct diagnostics and develop user guides to help staff resolve common issues.
  • Maintain Asset Management:
    • Keep the Configuration Management Database (CMDB) updated with accurate asset information.
    • Implement best practices for monitoring the lifecycle of hardware and software assets.
  • Generate Performance Reports:
    • Compile data to assess service desk performance and present findings to management.
    • Track key performance indicators (KPIs) to guide improvements.
  • Mentor Team Members:
    • Support and train Service Desk staff, promoting a culture of continuous learning and development.

About You:
The ideal candidate will be eager to learn and capable of handling technically demanding tasks.

  • Experience:
    • Tertiary qualifications in Information Technology or relevant industry experience.
    • A minimum of 5 years in a Service Desk Team Leader role or similar position.
    • ITIL V4 Foundation certification is required.
    • Demonstrated experience with MS Windows 10/11, MS Office 2019, O365, and Intune.
    • Solid understanding of VPN, Internet Explorer, and network connectivity fundamentals.
  • Opportunity Details:
    • Location: Canberra
    • Start Date: ASAP
    • Duration: Permanent
    • Security Clearance: NV1 clearance


If you are interested in this opportunity, please contact Daniel at: M: 0424 906 007
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