IT Service Desk Team Lead

Job Description

Select how often (in days) to receive an alert: At CitiPower, Powercor and United Energy, we’re proud to deliver electricity to 2 million Victorian customers every day through our network of poles and wires. But more than that, we’re here to power communities, support local businesses and keep critical services running smoothly. We’re essential to them all – and none of this happens without our people. We believe in an inclusive, welcoming workplace where everyone feels safe, valued and respected. From offering great benefits to creating real opportunities for growth, we’re committed to supporting you, your career and wellbeing. It’s why our people stick around, whether you live in the city or across regional and rural Victoria, we’re doing the work where it matters most - right in your own community. As Victorians electrify everything from homes to transport, we’re focused on ensuring our networks are ready to meet that demand. If you want to be part of something essential, be essential with us. About the role The primary purpose of the IT Service Desk Team Lead is to manage the performance of Level 1 services & support to colleagues and ensure that service levels are achieved. The function is responsible for ensuring the staff are meeting and exceeding expectations in performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements. The IT Service Desk Team Lead will take a lead role for all IT Service Desk Analysts in relation to the day-to-day operations and running of the IT Service Desk team. The role will act as the single point of contact and escalation point, as well as receiving and handling requests for support. The role influences the strategic direction for the full range of IT support functions, including organisational frameworks for service standards. Provides Subject Matter Expert (SME) guidance and advice to the IT Service Desk team. As part of the Major Incident Management on-call rotation, you are responsible for execution of the Incident Management processes and act as the IT Service Management lead for problem analysis. The position works closely with all IT Delivery, Problem and Change teams who support the systems to identify root causes of long-term and reoccurring incidents. It also makes recommendations of courses of action to facilitate incident resolution, communicates with business teams, and is accountable for negotiating priority, and tracking mitigating actions and outcomes. This role is fully based in our Melbourne CBD office. What you’ll deliver: Effectively manage the service desk team to deliver services against key metrics. Develop talent, fostering learning and growth through mentoring and on-the-job training. Own and lead the way in customer centricity. Actively manage the Customer Satisfaction Framework and improve service delivery. Act as the key escalation point to expedite Major/High Priority Incident resolution, and responsibility for providing regular feedback to Management. Ensure action and resolutions are logged within the Service Management System to provide an auditable record. Encourage a culture of knowledge-sharing and collaborative workflow among teams. Ensure teams understand the benefits and purpose of knowledge management. Act as a key point of contact and communications for all major/escalated incidents. Ensure and assure communications being delivered are meaningful and accurate. To succeed in the role, you’ll have: Tertiary qualifications in IT/Computer Science or business-related discipline preferred. Working knowledge of ITIL processes, specifically Incident/Problem/Change. Extensive experience in running an efficient service desk with a focus toward Microsoft technology stacks. Proven experience in ensuring KPIs are met and managing the day-to-day workings of a busy service desk. Strong commercial acumen and understanding of business drivers. Experience working in a multi-sourced environment required. Sound knowledge of and ability to troubleshoot Digital Desktop equipment such as, but not limited to, desktop PCs, laptops, iPads, iPhones, desktop applications, mobile applications and peripheral equipment. Your career with us We have a diversity of teams across our business, all contributing to great customer and community outcomes. Our people are our most important asset, and we continually invest in nurturing their capability. We proudly strive to provide a safe, inclusive and sustainable environment where all our people feel respected, valued and supported to bring their whole selves to work and be the best they can be. With an embedded Inclusion & Diversity Strategy and initiatives like our Women in Power networking group, and Sparkle, our LGBTIQ+ allies pride network, we’re committed to equal opportunities for all employees. We are proud to be recognised as a WORK180 Endorsed Employer for all women. Click here for more information on how we create and support a diverse and equitable workplace. Understand how our benefits can support you. We offer a health and wellbeing subsidy (up to $600 per year), paid parental leave of up to 15 weeks for the primary carer, and more. What’s next? If you think you have what it takes, but don’t necessarily check every box, or would like to discuss a different or flexible way of working, please still get in touch with us. Please submit your application via our careers website by 23 February 2025. For the full Position Description, please reach out to Luke Castro from the Talent team at We encourage applications from all communities; people of all ages, genders, nationalities, abilities and cultures, including Aboriginal and Torres Strait Islander peoples, the LGBTQI+ community and people living with disability. If you require adjustments as part of the recruitment process to accommodate your needs, please don’t hesitate to discuss these with us. Beon, CitiPower Powercor and United Energy recognise Australia’s Aboriginal and Torres Strait Islander Peoples as the First Peoples and Traditional Custodians of the lands on which we work. We pay our respects to Elders past and present and acknowledge their ancient and continuing connection to Country. We work hard to ensure our organisation is inclusive and diverse. This means everyone can feel valued, trusted, authentic and safe at work. #J-18808-Ljbffr