Service Delivery Team Lead

Job Description

<p><p>Ready to step into a role where your leadership truly shapes the IT experience across Tegel? We’re on the lookout for a people-focused, proactive, and technically savvy Service Delivery Team Lead to take the reins of our IT Support Desk and set the standard for exceptional service.</p><p>Based in Newmarket and reporting to the IS Service Delivery Manager, this is a fantastic opportunity for someone who thrives in a dynamic environment, enjoys developing others, and takes pride in delivering high-quality support across the business.</p><h3>What You’ll Be Doing</h3><p>In this role, you’ll:</p><ul><li>Lead, coach, and empower a high-performing Support Desk team to deliver on SLAs and service expectations</li><li>Act as the escalation point for technical challenges and customer concerns</li><li>Oversee service request management, troubleshooting, and end-user support</li><li>Maintain high-quality documentation and ensure processes are consistently followed</li><li>Report on team performance, trends, and opportunities for improvement</li><li>Support IT asset and lifecycle management (ordering, receipting, e-waste, etc.)</li><li>Assist with PC and mobile device upgrades and collaborate with Infrastructure, Applications, and BI teams</li><li>Drive proactive issue resolution and continuous improvement in IT delivery</li></ul><h3>What You’ll be Bring</h3><p>We’re looking for someone with:</p><ul><li>A tertiary IT qualification</li><li>Solid enterprise IT experience, with proven team leadership exposure</li><li>Strong working knowledge of Microsoft technologies, networking, end-user computing, and cloud environments</li><li>Experience across ITSM practices (Incident, Service, Problem & Change Management)</li><li>Excellent communication skills, problem-solving strengths, and resilience under pressure</li><li>A team-oriented mindset with the flexibility to support wider IT activities</li></ul><h3>Why This Role Matters</h3><p>You’ll be at the heart of how we support our people every day — ensuring they have the technology, reliability, and responsiveness they need perform at their best. Your leadership will directly influence how IT services are delivered, improved, and experienced across the business.</p><h3>Keen to Apply?</h3><p>If you’re thinking about a fresh challenge for the new year — or know someone internally who a great fit would be — this is a chance you won’t want to miss.</p></p>
#J-18808-Ljbffr