Operation & Service Desk Lead

Lead IT service desk operations for a major automotive manufacturer, managing Level 2 escalations and mentoring support teams.

You'll oversee daily service desk operations, coordinate major incident response, and lead a team of support analysts. This means managing ticket queues, ensuring SLA compliance, and acting as the primary escalation point when complex issues need senior attention.

You'll work onsite in Mulgrave with an established ITSM environment using ServiceNow or similar platforms. The role balances hands-on technical work with team leadership, so you'll spend time both resolving escalated tickets and coaching analysts through complex problems. It's a contract position that gives you exposure to enterprise-scale IT operations without the politics of permanent employment.

The team values continuous improvement and proper documentation. You'll have the autonomy to identify process gaps and implement solutions that actually stick. They're serious about maintaining service standards, which means you won't be fighting for resources or justifying why SLAs matter.

What You'll Do

• Monitor service desk operations and manage ticket prioritisation across Level 1 and Level 2 teams
• Coordinate major incident response and communicate service disruptions to internal stakeholders
• Lead and mentor service desk analysts, supporting them with complex technical challenges
• Track SLA performance, analyse service trends, and implement operational improvements

What You'll Need

• Proven experience as a Service Desk Lead, Team Leader, or Senior Analyst in enterprise environments
• Strong knowledge of ITSM principles and hands-on experience with ServiceNow, Jira Service Management, or Remedy
• Demonstrated experience managing incident escalation processes and maintaining SLA compliance
• Experience leading technical support teams and developing team capabilities

About the Company

They're a major automotive manufacturer with established IT operations and proper service management frameworks. The environment is mature and well-resourced, giving you the tools and support needed to run effective service desk operations.

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