Service Desk Team Leader
Job No.: 691676
Location: Clayton campus
Employment Type: Full-time
Duration: Continuing appointment
Remuneration: $106,789 - $117,128 pa HEW Level 07 (plus 17% employer superannuation)
- Amplify your impact at a world top 50 University
- Join our inclusive, collaborative community
- Be surrounded by extraordinary ideas - and the people who discover them
The Opportunity
Step into a pivotal leadership role where you’ll shape the performance, culture, and impact of a high-performing Service Desk team. As Service Desk Team Leader, you’ll drive operational excellence across frontline IT support, ensuring every customer interaction is efficient, effective, and aligned to service standards. You’ll play a key role in uplifting team capability, strengthening stakeholder relationships, and continuously improving service delivery outcomes in a fast-paced, customer-focused environment.
Your Day to Day responsibilities will look like:
-
Lead and manage daily Service Desk operations, ensuring all support channels consistently meet performance metrics and Service Level Targets (SLTs)
-
Provide proactive leadership, coaching, and professional development to team members, fostering a high-performance, resilient, and customer-focused culture
-
Manage team resourcing, rostering, and workload prioritisation to maintain seamless service delivery.
-
Analyse performance data and user feedback to identify improvement opportunities and implement process enhancements
-
Build and sustain strong stakeholder relationships across the organisation, manage complex escalations, and ensure IT outcomes align with the broader business goals.
To be successful in the role:
-
Strong domain knowledge of Service Desk processes, best practice, and operational systems, with the ability to implement effective improvements
-
Proven leadership capability, with experience motivating, developing, and managing teams to achieve performance objectives
-
Demonstrated success in leading a Service Desk function, delivering high-quality, customer-focused IT support in a hands-on environment
-
In-depth understanding of Standard Operating Environments (SOE) and their application within IT service delivery
-
Well-developed stakeholder engagement and consulting skills, with the ability to influence, negotiate, and build trust across all levels of the business
-
Excellent communication skills, both written and verbal, with the ability to provide clear advice and produce professional documentation
About Monash University
At Monash, work feels different. There’s a sense of belonging, from contributing to something ground breaking – a place where great things happen.
We value difference and diversity, and welcome and celebrate everyone's contributions, lived experience and expertise. That’s why we champion an inclusive and respectful workplace culture where everyone is supported to succeed.
Some 20,000 staff work for Monash around the world. We have 95,000 students, four Australian campuses, and campuses in Malaysia and Indonesia. We also have a major presence in India and China, and a significant centre and research foundation in Italy.
In our short history, we have skyrocketed through global university rankings and established ourselves consistently among the world's best tertiary institutions. We rank in the world’s top-50 universities in rankings including the QS World University Rankings 2026.
Learn more about Monash.
Today, we have the momentum to create the future we need for generations to come. Accelerate your change here.
Monash supports flexible and hybrid working arrangements. We have a range of policies in place enabling staff to combine work and personal commitments. This includes supporting parents.
To Apply
For instructions on how to apply, please refer to
'How to apply for Monash Jobs'.
Diversity is one of our greatest strengths at Monash. We encourage applications from Aboriginal and Torres Strait Islander people, culturally and linguistically diverse people, people with disabilities, neurodivergent people, and people of all genders, sexualities, and age groups.
We are committed to fostering an inclusive and accessible recruitment process at Monash. If you need any reasonable adjustments, please contact us at hr-recruitment@monash.edu in an email titled 'Reasonable Adjustments Request' for a confidential discussion.
Your employment is contingent upon the satisfactory completion of all pre-employment and/or background checks required for the role, as determined by the University.
Enquiries: Sumer Nasrawi, Senior Manager IT Service Desk, 03 9902 4442
Position Description: Service Desk Team Leader
Applications Close: Monday 13th April 2026 11:55pm AEST
Supporting a diverse workforce
