IT Service Desk Team Leader

The opportunity

As Baby Bunting continues its journey to be customer first, we’re looking for a Service Desk Team Leader to join us at our Store Support Office in Dandenong South.

Our IT Operations team’s primary responsibility is to ensure that technology (infrastructure and applications) support business applications for all business functions across both local and remote locations. The team is supplemented by external vendors who provide 3rd level support and other services.

Your new role at Service Desk Team Leader oversees daily IT Service Desk operations, ensuring high-quality technical support and customer satisfaction. This is a small team, so this role is hands-on and leads, mentors, and develops team members, manages escalations, and collaborates with technical teams to meet SLAs, while driving continuous improvements in service delivery efficiency and effectiveness. 

Some of your key accountabilities are:

• Act as a hands-on member of the IT Service Desk, resolving service requests and incidents to meet Service Level Agreements (SLAs).
• Lead, mentor, and develop the IT Service Desk team, fostering a positive work environment that encourages skill enhancement and knowledge growth.
• Ensure high customer satisfaction through professional, efficient support, while managing rostering to cover AU and NZ locations during and after business hours
• Oversee key Service Desk processes, including Major Incident Management, Change Management, Onboarding/Offboarding, and Asset Management, ensuring compliance and efficiency.
• Own and manage the IT Service Desk software, maintain accurate documentation, monitor performance metrics, and drive process improvements that add value and enhance service delivery.

 About you:

• This role could suit a seasoned Team leader ready for a move or a senior analyst with solid coaching experience looking to step up
• Naturally you have technical flair and expertise in operating systems, network, hardware, Office 365, business applications and security tools.
• Whilst the technical strength is important, you’ll also have strong team leadership and mentoring skills with excellent service delivery and customer focus.
• Practical knowledge of ITIL-based processes, with experience in leading and implementing them.
• Ideally you will have some experience in a retail or distributed business (not essential)

The benefits of joining us:

More than a place to work, Baby Bunting is a place to grow. Join our team and you'll be rewarded with benefits like these:

• We're accelerating our growth, which will create exciting personal development and career progression opportunities.
• Team discounts
• We have a new Support Centre based in Dandenong South, featuring modern facilities including onsite parking, a Basketball court, BBQ area and outdoor Table Tennis. 

Looking for more?

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Please note;

• Due to the intimate and personal nature of our work, successful applicants will need to undergo a National Police Criminal History check.