Service Desk Team Leader

A place to make a difference:

In this full-time, permanent role, you’ll work as a part of our Technology team in Melbourne to help us create lasting change for children everywhere. The Service Desk Team Leader plays an important role in delivering on our vision of a better world for children by overseeing, mentoring, and guiding the technical support team to ensure efficient resolution of customer issues and the highest level of customer satisfaction.

You will make a difference by:

· Leadership: Mentor and support the technical support team. Foster a positive team environment as well as motivate and enable the team to achieve their best performance.

· Technical Guidance: Provide technical expertise and guidance to the team for troubleshooting complex issues. Serve as an escalation point for unresolved issues. Foster learning and development opportunities for the team.

· Customer Support: Ensure timely and accurate resolution of customer inquiries and technical issues. Maintain high customer satisfaction levels by monitoring support interactions and feedback.

· Process Improvement: Develop and implement processes to improve efficiency and effectiveness of the technical support team. Identify areas for improvement and recommend solutions.

· Collaboration: Work closely with other departments such as Product Development, Quality Assurance, and Sales to ensure seamless communication and resolution of technical issues.

· Reporting: Prepare and present regular reports on team performance, customer issues, and other relevant metrics to the IT Leadership Team.

A place to feel valued:

Your deep expertise in providing operational support experience in customer facing roles is invaluable.

This role requires:

· L2 support and administration experience with:

o Windows 10/11 and Intune

o Active Directory and Entra

o SharePoint and Teams

o Microsoft 365 Apps

o Desktop application

· L2 Network troubleshooting.

· Experience configuring, maintaining and troubleshooting IT systems.

· A strong focus on service delivery with a desire to innovate, improve process, support others, and collaborate.

· Demonstratable people leadership skills.

A place to belong:

We are diverse personalities, backgrounds and talents, embracing our differences as one strong and united team. We see and celebrate the unique value you bring to our organisation, and offer a range of rewards for your effort, including:

· Opportunity to work on additional projects to enable you to stretch and feel connected to programs in a different way

· Individual learning plans to help map and deliver on your career development.

· Internal employment and development opportunities

· Support for workplace wellness, including access to our free, confidential Employee Wellbeing Program

· Celebrate and feel supported in your diversity. We’ve established internal networks to support our diverse workforce, foster inclusion and allow you to bring your whole self to work (if that’s what you want!) (Pride@Save, Parents and Carers@Save, Mental Wellness Alliance, Disability@Save, First Nations Advisory Committee).

· Full salary packaging benefits (please use this link to see how much this benefit could mean to you!)

· Extra leave to use in a range of ways to ensure you’re able to perform at your optimum

Follow this link for the full list of our employee benefits.

Does this sound like the place for you?

We’d love to hear from you. Submit your cover letter and resume below.

We strongly encourage Aboriginal and Torres Strait Islander candidates to apply.

Applications close COB, Monday 18th August 2025.

Position Description – Service Desk Team Leader

We have tested our application process with diverse groups in mind, with the intent to ensure it's straightforward and accessible for all to apply. Diversity and inclusion are fundamental to our culture and improve our ability to reach our most vulnerable client groups. But we also know there is no one-size fits-all when it comes to recruitment - so if we didn’t quite hit the mark for you, please let us know at people.culture@savethechildren.org.au. We’re dedicated to ensuring Save the Children Australia is a place where everyone can feel supported – no matter your race, ethnicity, gender, age, disability, sexuality, neurodiversity, culture and beliefs.

Save the Children Australia is a child-safe organisation. All employees are required to undergo a National Police Check, a Working with Children Check, and sign our Child Safeguarding Policy and Code of Conduct. We also support the Inter-Agency Misconduct Disclosure Scheme.

Save the Children is committed to providing and maintaining a safe working environment for its employees and client groups, consistent with our obligations under OH&S legislation.

If you are having any issues with uploading your application for this role, please contact people.culture@savethechildren.org.au for further support.