IT Service Desk Team Lead at Fyfe

Melbourne, Victoria, Australia -

Full Time

Start Date

Immediate

Expiry Date

30 Aug, 26

Salary

0.0

Posted On

01 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

IT Service Desk Management, Technical Support, ITIL, Windows, Microsoft 365, Active Directory, Networking Fundamentals, ITSM Platforms, Zoho, Queue Management, Data Reporting, Coaching and Mentoring, Problem Solving, Stakeholder Communication, Triage, SLA Management

Industry

Professional Services

Description

Fyfe is an Australian professional project services firm delivering value through integrated engineering, environment, planning and survey. We employ the best people to deliver high value projects that build our client prosperity in the defence, energy, resources, property and infrastructure sectors. The Opportunity Fyfe is entering a significant growth phase, and as part of this expansion we are growing our IT Service Desk team to better support our people across the organisation. We are seeking a hands-on IT Service Desk Team Leader to join our Melbourne office. In this role, you will be responsible for providing support and ensuring consistent service delivery, improving team performance visibility, and driving the ongoing uplift of capability, quality, and customer experience within the service desk. Responsibilities Act as the escalation point for complex, high-priority, or unresolved incidents and service requests from the service desk team Resolve or coordinate resolution of technical issues that sit beyond analyst capability Maintain strong working and support knowledge of the IT environment, tools, and services to provide effective guidance and decision-making support Monitor and manage the service desk queue in real time, ensuring fair workload distribution and timely response to tickets Triage incoming requests, ensuring accurate categorisation, prioritisation, and SLA assignment Review and quality-check ticket resolutions to ensure accuracy, completeness, and implement appropriate documentation and time management standards Provide ongoing coaching, mentoring, and technical guidance to analysts to support capability development and continuous improvement Produce and present performance insights and reporting to stakeholders, using data to drive service improvements Requirements 3–5+ years' experience in IT service desk or technical support roles, including at least 1 year in a senior or team lead capacity ITIL Foundation certification (or equivalent) highly regarded Tertiary qualification in IT or equivalent practical experience Strong technical knowledge across end-user computing environments including Windows, Microsoft 365, Active Directory, and networking fundamentals Experience using, configuring and optmising ITSM platforms (Zoho preferred), including queue management and reporting Ability to produce clear, data-driven reports and communicate insights to stakeholders Strong coaching and interpersonal skills with the ability to influence peers without formal authority Excellent problem-solving skills with the ability to manage competing priorities in a fast-paced environment Why Join Fyfe Career growth & development: paid training, study support, mentoring, and professional memberships Culture & connection: team events, celebrations, and recognition programs Health & wellbeing: wellbeing allowance, Bupa discounts, EAP support, flu shots, and skin checks Flexible leave & life balance: purchase extra leave and generous parental leave Employee referral rewards up to $5,000 How to Apply If you're ready to take the next step in your career and make a meaningful impact in the energy sector, click Apply to submit your application. Please note, agency applications will not be accepted. Only shortlisted candidates will be contacted.

Responsibilities

Lead the IT Service Desk team by managing the ticket queue, triaging requests, and acting as an escalation point for complex technical issues. Drive continuous improvement in service delivery through performance reporting, analyst coaching, and quality assurance of ticket resolutions.