# Service Desk Team Lead

**Company:** [TalentNeuron](https://hotfix.jobs/companies/talentneuron)
**Location:** Remote
**Role:** IT Support
**Experience:** 5+ years
**Skills:** Windows, macOS, iOS, Microsoft 365, Sharepoint, Microsoft Teams, Microsoft Defender, Intune, Autopilot, Itil, Ticketing Systems, Onboarding, Offboarding, Security Incident Management, Atlassian
**Posted:** 2026-04-16

> Lead and mentor a global service desk team, overseeing daily IT support operations, incident resolution, SLA compliance, and continuous service improvement. Requires 5+ years of IT support experience and strong stakeholder management skills.

## Job Description

## Primary Duties & Responsibilities
- Lead, mentor and support a team of high performing ICT support staff, to deliver first-class IT support services
- Oversee daily operations of the Service Desk, ensuring timely resolution of incidents and service requests in line with agreed SLAs
- Monitor and manage ticket flow via the ticketing system and resource scheduling with efficiency
- Act as a primary escalation point for complex technical issues affecting our users and business
- Act as a subject matter expert on service desk operations, systems, and customer service practices
- Ensure consistent and effective communication with end users including teaching staff, administration, parents and students
- Develop and maintain ICT knowledge base articles and standard operating procedures
- Monitoring and improving service quality through performance metrics, knowledge sharing, and proactive engagement with stakeholders
- Collaborating with IT teams on broader technology initiatives and projects
- Work with external vendors to deliver seamless client outcomes and tackle challenges head-on
- Provide regular reporting on service desk performance and key metrics
- Follow up with customers on an ad-hoc basis to identify areas for improvement and provide customer feedback to the appropriate internal teams
- Support the ICT Operations Manager in planning and delivering ICT Initiatives

## What You Will Bring
- Previous experience in a Service Desk leadership or senior IT support role in a global environment supporting users in different time zones
- Outstanding communication (verbal & written) and stakeholder management skills, with the ability to build trust and influence outcomes
- Procurement of IT devices for end-users
- Familiarity with ITIL Frameworks and Service Management practices
- Exceptional problem-solving and analytical skills
- A deep commitment and passion to customer service excellence
- Excellent organisational and time management skills
- Ability to work under pressure, establish priorities and set and achieve work goals
- Education professional with demonstrated proficiency in supporting a complex ICT environment

## Technical Skills
- Experience with Windows, macOS, iOS device support and Microsoft 365 applications
- Knowledge of SharePoint and Teams administration
- Knowledge of Microsoft Defender
- Knowledge of MDM Applications such as Intune/Autopilot
- Proven experience in ITIL, ticketing systems and customer service principles
- Experience in OnBoarding / OffBoarding process in a global environment
- Experience with Security Incident Management and root cause analysis
- Experience with Atlassian Management
- Nice to have: experience with Okta
- Nice to have: experience with Jira Service Management
- Nice to have: experience with AWS

## Qualifications
- A minimum of 5+ years of hands-on, relevant IT Support experience
- Tertiary qualifications or accreditation in Service Management methodologies such as ITIL would be highly beneficial
- Industry-recognized certifications such as Microsoft, CompTIA A+, Network+, and/or Security+, or equivalent TAFE certification would be an advantage, but not essential

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