At Optus, we don't wait for the future to happen. We craft our own path through innovation and investment.
Job Description:
We are seeking a dynamic and experienced Service Desk Team Leader to lead a team providing Incident Support and Request Management to a large government enterprise customer.
This role requires technical expertise, leadership acumen, and a customer-focused approach to manage an established team effectively.
Key Responsibilities:
* Lead and manage a high-performing support team across Gov Enterprise accounts.
* Conduct regular performance reviews, provide constructive feedback, and create individualised development plans.
* Supervise 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.
Requirements:
* Prior experience in service request and incident management in the Telecommunications/IT industry.
* Successful background and experience in leading or second-in-charge person roles.
* 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 eligible for Federal Government security clearance. You must have the ability to work on a Monday to Friday 7 -7 roster.
Benefits:
• 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 are strengthened by others and that means valuing diversity and saying 'yes' to embracing individual differences.