We're working with one of Australia's fastest growing and most awarded payment technology companies to find an exceptional Help Desk Team Leader. This business is well-established, proudly Australian-owned, and known for its cutting-edge payment solutions and outstanding customer service.

With headquarters in Melbourne and offices across Australia and New Zealand, the company continues to grow, thanks to its strong values, reliable product offering, and commitment to delivering seamless customer experiences. As part of their growth, they are now looking for an experienced Team Leader to guide their Help Desk team and take service excellence to the next level.

About the Role

In this hands-on leadership role, you'll be responsible for overseeing the day-to-day operations of the Help Desk team, ensuring high performance, smooth workflows, and outstanding customer support. You'll be a trusted point of escalation, a mentor, and a key contributor to continuous improvement across the team.

Key responsibilities include:

• Leading, coaching, and supporting a growing Help Desk team
• Managing daily operations and ensuring team KPIs and SLAs are met
• Acting as the first point of escalation for internal and external stakeholders
• Providing regular reporting to track team progress and service levels
• Implementing process improvements to increase efficiency and performance
• Supporting the development and training of team members

What We're Looking For

We're seeking a confident and experienced leader with a strong background in customer service, ideally within a help desk or technical support environment. You'll be someone who thrives in a fast-paced setting, leads by example, and is passionate about delivering high-quality support to both customers and your team.

Key requirements:

• Proven experience as a Team Leader or Supervisor in a Help Desk or Customer Service setting
• Strong customer-first approach with a track record of driving positive experiences
• Excellent communication and interpersonal skills
• Solid understanding of computer systems and help desk platforms
• Ability to motivate, coach, and develop a team
• Organised, proactive, and solutions-focused

The Perks

This is an opportunity to join a company that genuinely values its people and culture. You'll be part of a close-knit, supportive team in a business that invests in its staff and celebrates success.

What's on offer:

• A friendly, fun, and supportive work environment with a strong team culture
• Regular social activities coordinated by a dedicated Social Club Committee
• Recognition and appreciation for your contributions
• Clear internal career progression pathways
• Company training and development policy, with support for external certifications and learning opportunities

Interested?

If you're a proactive, people-focused leader ready to step into a rewarding role within a thriving tech business, we'd love to hear from you. Apply today, or for a confidential chat please call Alanna 0408 410 474.

Please note: This role is based in Australia and requires permanent residency.