The Company

Our client is a well-renowned not-for-profit organisation committed to creating lasting, positive change in the community. With a strong reputation and a clear sense of purpose, they are entering an exciting phase of growth and are seeking a proactive and people-focused Service Desk Team Lead to join their IT function.

The organisation offers a collaborative, fun, and hardworking environment where all team members are encouraged to express themselves and contribute ideas. You'll enjoy regular social events, professional development opportunities, and a culture that truly values work-life balance.

The Role

As the IT Support Coordinator / Service Desk Team Lead, you will act as the 2IC to the Service Delivery Manager, overseeing the day-to-day operations of the service desk. You'll be responsible for ensuring all Level 1 and Level 2 support tickets are effectively triaged, assigned, and resolved within agreed timeframes.

In addition to hands-on ticket management, you will lead and support the service desk team, providing guidance, coaching, and performance management to ensure a high standard of service delivery. This is a key role that blends operational coordination with people leadership.

Your key responsibilities will include:

• Managing and mentoring service desk staff to ensure optimal team performance.
• Acting as the first point of contact for IT support queries and escalations.
• Triaging incoming tickets and assigning them to the appropriate engineers.
• Monitoring ticket queues and ensuring timely resolution of issues.
• Coordinating schedules for engineers and field technicians attending client sites.
• Building strong internal and external relationships with stakeholders and clients.
• Contributing to service improvement initiatives and reporting on team metrics.

What's on Offer?

• The opportunity to transition into a permanent role.
• A chance to make a meaningful impact within a values-driven organisation.
• A dynamic, fast-paced environment where your work truly matters.
• Professional development, training, and mentoring from senior leaders.
• A supportive team culture that values collaboration, celebrates success, and prioritises work-life balance.

Apply now to take the next step in your IT career and make a real difference along the way.

This position is hiring immediately so if you are interested apply below, and if you want more information don't hesitate to call 03 9691 3661.

Ref: 06810-0013253983 - NM

Robert Half Ltd is committed to equal opportunity and we value diversity at our company. We do not discriminate on the basis of categories protected under local law.

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