Service Desk Team Lead
Salary: $90,000 – $120,000 per year
Emerging IT is on a mission to fuel success through meaningful change and problem-solving. We're looking for a Service Desk Team Leader to lead the day-to-day operations of our Service Desk team, delivering consistent, high-quality technical support that lives up to our standards — and our clients' expectations.
About the role
Reporting to the Technical Support Manager, you'll lead a team spanning Technical Support Level 1, 2 and 3, driving service excellence through structured leadership, smart use of technology, and a genuine focus on continuous improvement. You'll build strong relationships across the business, mentor your team, and own the outcomes that matter — SLAs, CSAT, and team performance.
What you'll be doing
Managing resources to hit SLA and KPI targets (95% response and resolution SLA)
Owning the escalation of major incidents and ensuring the team follows escalation procedures
Reporting and analysing ticketing data to identify recurring issues and drive process improvement
Ensuring all staff are trained, inducted, and measured against performance metrics
Driving CSAT outcomes through Smileback, aiming for best-in-class results
Running daily and weekly team meetings, and conducting quarterly and annual reviews for your direct reports
Reviewing timesheets ahead of month-end billing
What we're looking for
5+ years in IT support roles, with at least 2 years in a leadership or supervisory capacity
Proven experience managing a Service Desk or Technical Support team in a fast-paced environment
Strong understanding of ITIL practices, incident management, and SLA/KPI tracking
Hands-on experience with ticketing systems such as ConnectWise, ServiceNow, or Zendesk
A track record of mentoring and developing technical staff across multiple levels
Experience leading CSAT initiatives and driving measurable satisfaction improvements
Familiarity with performance management, including conducting reviews and managing team metrics
Exposure to process improvement and change management within IT operations
Excellent communication skills, strong conflict resolution ability and team motivation capability, and an analytical, data-driven mindset
Certifications
ITIL Foundation Certification (essential)
CompTIA A+ / Network+ / Security+, HDI Support Centre Team Lead, or leadership/management training such as Cert IV in Leadership & Management (desirable)
Pre-Employment Requirements
The successful applicant will be required to complete a National Police Check as part of our pre-employment screening process. Employment is subject to the satisfactory completion of all required background checks.
Why Emerging IT
We're a business built on collaboration, life-long learning, human-centred thinking, and transformation. We're approachable specialists who empower our people to lead meaningful change — and we'd love for you to be part of that.
If this sounds like your next move, we want to hear from you.