Service Desk Team Lead

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)

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.