Service Desk Team Leader

We don’t sit back and wait for the future to happen, we are out there crafting our own path through new technology, innovation, and investment. We are truly a challenger brand, with challenger spirit.
 

We are seeking a dynamic and experienced Service Desk Team Leader to join our team. In this role, you will be responsible for leading and managing a team that provides Incident Support and Request Management to a large government enterprise customer. You will oversee the daily operations of our support team, ensuring the delivery of high-quality technical support to our government clients. This position requires a blend of technical expertise, leadership acumen, and a customer-focused approach to manage an established team effectively. You will be instrumental in driving a consolidated service model in the Enterprise space, having the team work collectively across the government to provide a high-performing, scalable, and efficient operations team.
 

This role will support the delivery of the largest Federal Government Contact Centre.
 

Ready to reimagine your career at Optus?
 

• Lead, mentor, and develop a high-performing support team across our Gov Enterprise accounts.
• Conduct regular performance reviews, provide constructive feedback, and create individualised development plans.
• Supervise the daily activities of the support team, ensuring all tickets are handled promptly and efficiently within defined SLAs.
• Monitor service level agreements (SLAs) and key performance indicators (KPIs) to ensure targets are met.
• Maintain strong client relationships through regular communication and feedback mechanisms.
• Collaborate with other departments to ensure seamless service delivery and integration of new technologies and managed services.
• Develop and maintain comprehensive documentation of procedures and workflows.

It starts with you!
 

• Prior experience in service request and incident management in the Telecommunications/IT industry.
• Successful background and experience in looking after a team as a leader or second-in-charge person.
• Strong reporting background.
• Previous experience using ServiceNow.
• Experience with Call Centre, Service Desk, Major Incident, and Request Management.
• Excellent understanding of Fixed Voice & Data Products and Mobile Products.
• Proven history of conflict resolution and change management outcomes.
• High-level communication and negotiation skills suitable for use in coaching and counselling situations.
• You must be an Australian citizen and be eligible for Federal Government security clearance.
• You must have ability to work on a Monday to Friday 7 -7 roster.

The good stuff …
 

• 3 days in the office, 2 days remote – with flexible hours to suit!
• Inclusive paid parental leave, up to 14 weeks for the primary care giver
• All Optus employees have access to resources, webinars and support via the ‘Parents at Work portal’
• Own your own growth by accessing an extensive online and facilitator led learning catalogue – even earn a MBA micro-credential via OptusU (University)
• Connect at work through one of our employee-led volunteer groups: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans and Yarn Network
• Vibrant campus life, variety of facilities including restaurants, cafes, gymnasium, GP, and post office
• Free Optus bus from Macquarie University Metro Station (every 6-8 minutes); morning and afternoon!

At Optus, we have an ambitious goal to be Australia’s most loved everyday brand. Curious about our culture? Go behind the scenes with our people by searching #OptusLife on LinkedIn.

At Optus, we are strengthened by others and that means valuing diversity and saying ‘yes’ to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email AccessibleRecruitment@optus.com.au or call 1800 309 170 and we will be in touch.

For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity.