Service Desk Team Leader
Join a fast-paced, dynamic support team at this major financial institution, responsible for leading a team delivering high-quality end-user support across devices, applications, and AV environments.
About the role
You'll lead a team of 7 IT professionals providing Level 1 & 2 support via phone, email, ticketing systems, and in-person. You'll drive service improvements, manage IT assets and ticket queues, and ensure an exceptional user experience across Microsoft 365 and end-user compute environments.
Key responsibilities
* Lead, coach, and develop the Helpdesk team
* Manage ticket queues and ensure SLA performance
* Oversee IT asset lifecycle, inventory, and provisioning
* Support AV systems, meeting rooms, and event tech
* Drive root cause analysis and continuous improvement
* Maintain knowledge base and documentation
About you
* Strong customer service mindset in fast-paced environments
* Experience leading IT support/helpdesk teams
* Solid knowledge of ITIL/service management
* Hands-on expertise with Microsoft 365, Intune, Azure AD, Windows 11, VPN, ServiceNow
* Experience supporting end-user devices and enterprise applications
Next steps
To be part of a team that delivers critical technology support and continuous improvement please Apply today or email your CV to anu.yadav@mtr.com.au
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