Team Leader Service Desk - GPC Asia Pacific Rowville

As the Service Desk Team Leader, you will be responsible for leading the day-to-day operations of a dynamic Service Desk supporting over 500 locations across Australia, New Zealand and China. Working closely with the IT Service Desk Manager, you will combine strong technical expertise with people leadership to ensure service excellence, operational efficiency, and continuous improvement. This role is based at the Rowville office. Initial training will be conducted full-time on site, with the opportunity to transition to a hybrid work arrangement upon completion of training (2 days working from home and 3 days in the office).

Responsibilities

Lead, coach and develop a team of Service Desk Analysts, fostering a positive, accountable and high-performing culture built on collaboration, continuous improvement and customer service excellence; Oversee the day-to-day operation of the Service Desk, ensuring resources, workloads, escalations and priorities are effectively managed to meet service commitments and business expectations; Act as the primary escalation point for complex incidents and major service issues, providing leadership and clear communication during high-impact situations; Build strong relationships with internal IT teams, business stakeholders and vendors to ensure timely resolution of issues and the delivery of exceptional customer outcomes; Drive continuous improvement through quality assurance, knowledge management, process enhancement, compliance activities and operational initiatives that improve service performance and user experience

Requirements

Passion for leading, coaching and developing high-performing teams; Strong accountability, resilience and confidence in making decisions and managing escalations; Excellent communication, stakeholder management and relationship-building skills; A customer-focused approach, with a commitment to service excellence and continuous improvement; The ability to balance technical problem-solving with effective people leadership; A positive attitude, strong emotional intelligence and a commitment to leading by example

Nice to have

Previous experience leading, mentoring, coaching and developing an IT Service Desk or technical support team, including onboarding, training and performance management; Strong technical troubleshooting, incident management, critical thinking and problem-solving skills, with a logical and methodical approach to issue resolution; Experience managing Service Desk operations, including workforce planning, rostering, ticket allocation, SLA performance, response and resolution targets, escalation management, task assignment and the application of ITIL service management practices; Strong stakeholder engagement skills with the ability to build effective relationships and communicate professionally with internal teams, business stakeholders and external vendors; A strong leadership presence, demonstrating accountability, professionalism and integrity; Excellent organisational, time-management and prioritisation skills; Professional attitude and presentation; A relentless can do attitude; Ability to work autonomously; Ability to take ownership and accountability of tasks; Be a role model to all Service Desk Analysts; Strong and effective communication skills with all stakeholders within the business; Customer and results focused; Be a leader who drives continuous improvement in a positive environment; Strong emotional intelligence skills to understand teams strengths and areas of development to implement structured plans for continued growth; Be highly visible, live the Company values and lead by personal example

Benefits

Excellent salary; Free onsite parking (Rowville location); Hybrid work environment; Career development and progression opportunities; Corporate discounts; Staff discounts across the GPC Asia Pacific group of Companies; Private health insurance discounts; Employee assistance program; Highly safety conscious work environment; Parental leave top-up allowance; Paid volunteer leave