Service Desk Team Leader

Department: Digital - Operations - Service Ops and Automation

What you will be doing

• Lead, coach and develop a team of 4-6 Service Desk Analysts, contributing to resourcing decisions.
• Oversee all requests and incidents through the Service Desk, acting as the escalation point when needed.
• Own and drive strategic initiatives and projects that improve the Service Desk.
• Develop and mature escalation, ticketing and phone-queue processes for smooth flow of information.
• Determine root cause of issues and communicate clearly to internal and external customers.
• Support leadership with dashboards and reporting on Service Desk performance, and represent the team in relevant forums.
• Grow the knowledge base and training material to lift first-contact resolution, time-to-resolve and self-service.

ABOUT YOU

• 3-5 years' IT experience, including demonstrated team leadership or people management.
• Strong ITIL service management experience, particularly Incident Management.
• Excellent customer service skills, including engagement, expectation and conflict management.
• Proven negotiation, dispute resolution and influencing skills, with strong written and verbal communication.
• Sound technical grounding across the Pickles environment - Active Directory / Entra ID, Microsoft 365, endpoint and mobile support - plus service desk tools, telephony and virtual agent technologies (ideally Jira Service Management).
• Ability to work under minimal supervision and manage competing demands across simultaneous workloads.
• Strong analytical and problem-solving skills, with a practical, outcome-focused leadership style.

WHY WORK FOR PICKLES

Since 1964, Pickles has powered trusted marketplaces that bring people together and deliver value for our customers. As Australia's leader in asset remarketing, we offer the scale, variety and momentum to help our people do meaningful work and build rewarding careers.

• Up to five extra days of leave each year and the opportunity to earn an annual bonus after a qualifying period.
• Cash vouchers and formal recognition awards.
• Study assistance for relevant courses or qualifications, with genuine career pathways available.
• Paid parental leave for primary and secondary carers.
• Referral bonuses for bringing talented people into Pickles.
• Access to our Employee Assistance Program for you and your family.

We value diversity and inclusion and encourage Aboriginal and Torres Strait Islander peoples and those from diverse backgrounds to apply.

Only suitable candidates will be contacted. Reference and criminal history checks apply. Internal applicants must have completed 6 months' probation.