The Opportunity

We’re looking for a Service Desk Lead to join our IT team and lead a high-performing group of Technical Support Analysts. In this pivotal role, you’ll oversee the daily operations of our service desk, manage escalations and major incidents, and ensure the seamless resolution of service requests.

You’ll champion excellent customer service and continuous improvement, while mentoring and supporting your team to deliver high-quality outcomes for the business.

Your day will involve

• Lead a team of Technical Support Analysts, managing performance, coaching, and team development.

• Oversee incident and request fulfilment to ensure prompt and effective resolution.

• Be the initial escalation point for major incidents, coordinating a rapid and professional response.

• Ensure compliance with SLAs, manage ticket queues and provide clear, timely updates to stakeholders.

• Drive service improvements and conduct post-incident reviews in partnership with stakeholders.

• Support 24/7 service desk operations, including managing the incident management roster.

• Ensure all operations align with Boral’s commitment to Zero Harm and safety leadership.

What are we looking for?

• Relevant qualifications in IT, Information Security, and ITIL framework.

• Proven leadership in a service desk or technical support environment.

• Experience using ITSM tools (ideally Cherwell) to manage core ITIL functions.

• Strong communication and stakeholder engagement skills, especially under pressure.

• A track record of driving team performance and fostering a positive team culture.

• Ability to lead and manage major incidents, with strong problem-solving skills.