Our client is a well-established and highly regarded Australian organisation with a strong reputation for innovation, technology delivery and customer service excellence. Due to continued growth, they are seeking an experienced IT Service Desk Lead to establish and lead a newly created Service Desk function.
This is a fantastic opportunity to shape and mature the organisation's IT support capability while driving operational excellence and continuous improvement across the business.
Key Responsibilities

• Establish and lead the Service Desk function, including ticketing processes, escalation pathways, service standards and operational support procedures.
• Manage day-to-day IT support operations, ensuring incidents, service requests and technical issues are resolved efficiently and professionally.
• Drive continuous improvement initiatives across service management, automation, documentation, knowledge management and support optimisation.

• Minimum 5+ years' experience in an IT Helpdesk Lead or Senior Support role.
• Strong experience with ITIL practices, Jira Service Management and Confluence.
• Demonstrated experience establishing or improving Service Desk capabilities, workflows and operational processes.
• Excellent stakeholder engagement and communication skills.
• Relevant ICT qualifications preferred but not essential.

• Newly created leadership opportunity with the ability to influence and shape the Service Desk function.
• Supportive and collaborative working environment with flexible work arrangements.
• Competitive salary package and long-term career growth opportunities within a stable and growing organisation.