At SKG Services, we pride ourselves on delivering exceptional service across the cleaning, maintenance, and construction sectors nationwide. We support a diverse range of clients and sites and are known for our commitment to quality, compliance, and operational excellence. As part of our continued growth, we are seeking a Senior Team Leader – Helpdesk Controller to lead our national helpdesk team in supporting our employees, service providers, suppliers, and valued clients.

ABOUT THE ROLE:

This is an exciting opportunity for a motivated and experienced Senior Team Leader to oversee and develop our national helpdesk team. This team serves as the critical interface between our clients, operations teams, and employees across Australia. You will play a key role in managing day-to-day operational requirements, maintaining compliance, and delivering outstanding customer service through proactive leadership and efficient process management.
Your leadership will ensure the helpdesk team is effectively managing escalations, work orders, compliance reporting, rostering, recruitment coordination, and quality assurance reporting across SKG’s brands and divisions.

KEY RESPONSIBILITIES:

• Lead and support the national helpdesk team in delivering timely and effective service.
• Manage escalations through our systems and client portals with a solutions-focused approach.
• Monitor team KPIs
• Act as an escalation point for complex or high-priority issues
• Support onboarding, training, and upskilling of team members
• Maintain operational data, compliance registers, and service records.
• Oversee the helpdesk inbox, actioning tasks, and ensuring follow-up is completed.
• Coordinate and process work orders and quotations for ad hoc services.
• Support recruitment efforts, including advertising and placement coordination.
• Assist with reporting requirements for operational management and compliance.
• Conduct staff and client engagement to ensure satisfaction and continuous improvement.
• Ensure compliance with all statutory, legislative, and client-specific requirements.
• Lead operational meetings and foster clear, open communication across teams.