The Company

Join a well-established, forward-thinking organisation undergoing exciting growth and transformation. With a strong presence in their market and a reputation for innovation, this business invests heavily in technology, people, and continuous improvement. You’ll be part of a collaborative environment where your ideas are valued and your impact is visible.

The Role

We are seeking a Service Desk Team Lead to take ownership of a high-performing support function spanning L1 to L3 support. This is a hands-on leadership role where you’ll drive service excellence, mentor a team of analysts and engineers, and act as the key link between the business and IT operations. You’ll play a pivotal role in shaping support processes, improving user experience, and ensuring the delivery of efficient, high-quality technical support across the full support stack.

Key Responsibilities

• Lead, coach, and develop a team delivering L1–L3 support;

• Own service delivery performance across incidents, requests, and problem management;

• Act as the senior escalation point for complex technical issues;

• Drive continuous improvement across processes, tooling, and user experience;

• Collaborate with infrastructure, applications, and security teams; and

• Manage rostering, workload distribution, and service desk maturity.

Technical Requirements

• Strong experience across L1-L3 support environments;

• Solid knowledge of Microsoft 365, Azure AD / Entra ID, and Exchange Online;

• Experience with Windows 10/11, desktop support, and device management (Intune / SCCM);

• Understanding of ITSM tools (e.g. ServiceNow, Jira Service Management);

• Exposure to networking fundamentals (DNS, DHCP, TCP/IP, VPNs);

• Familiarity with incident, problem, and change management (ITIL); and

• Bonus: exposure to scripting (PowerShell), endpoint security, or cloud platforms (Azure/AWS).

Benefits

• Awesome benefits and a supportive, people-first culture;

• Clear opportunities for upward mobility and career growth;

• Exposure to large-scale transformation and modern technologies; and

• Flexible working arrangements.

If you’re looking to step into a visible leadership role where you can truly shape and influence service delivery, this is a standout opportunity.

How to Apply

For more information or a confidential discussion please contact Nabil Boumoughdab at u&u on nabil.boumoughdab@uandu.com quoting reference number #44833.

At u&u Recruitment Partners, we value diversity, equity and inclusion. We welcome applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability.

Should you require reasonable adjustments or have a preferred method of communication throughout the recruitment process, we encourage you to make a request via adjustments@uandu.com or phone the above-mentioned u&u consultant to discuss. In response to these requests, we will collaborate closely with you to implement the appropriate adjustments.

Additionally, for a barrier-free and inclusive online experience, you can access u&u’s opportunities using accessibility software Recite Me at **https://www.uandu.com/jobs.

Please submit your resume in Word format only.**