Service Desk Team Lead - Melbourne or Sydney

We're looking for an experienced and customer-focused Service Desk Team Lead to join our IT team and lead the delivery of first-class support across our Australian offices.

Reporting to the Regional Head, APAC, you'll lead a team of three Service Desk Analysts and take ownership of the day-to-day operations of our national Service Desk function. This is an excellent opportunity for a hands-on leader who enjoys developing people, improving service delivery, and partnering with stakeholders to ensure a seamless technology experience.

Working across our Melbourne, Sydney, and Perth offices, you'll play a key role in maintaining high service standards, driving continuous improvement, and supporting technology initiatives that enhance the way our people work.

Key Responsibilities

• Lead, coach and develop a team of three Service Desk Analysts

• Manage Service Desk operations, ensuring incidents and requests are resolved within agreed service levels

• Monitor team performance, workload allocation and national support coverage

• Act as a key escalation point for technical issues and stakeholder enquiries

• Build strong relationships across the business and deliver an exceptional customer experience

• Support and troubleshoot a range of technologies including Microsoft 365, Teams, OneDrive, Windows, VPN/Citrix and mobile devices

• Assist with hardware procurement, deployment and lifecycle management

• Contribute to technology projects, system upgrades and workplace technology initiatives

• Ensure compliance with IT governance, security and risk management frameworks

Skills & Experience

To be successful in this role, you'll bring:

• 1-3 years' experience leading or supervising an IT Service Desk or IT Support team
• Strong technical knowledge across Microsoft technologies and end-user computing environments
• Proven experience mentoring and developing team members
• Strong troubleshooting skills across endpoints, networks, authentication and remote access
• Excellent communication skills with the ability to build relationships at all levels
• A proactive, solutions-focused approach and a commitment to service excellence

Highly regarded:

• Experience with iManage or other document management systems
• ITIL certification

Why join Pinsent Masons?

• We have a global reach and a local feel. With 30 offices and 1500 lawyers operating across Asia Pacific, Europe, Africa and the Middle East, you'll be exposed to domestic, international and multi-jurisdictional high-profile work, yet be in an office where everyone knows your name.
• We do things a bit differently. Legal services are at the core of our business; however, we have diversified into other areas providing complimentary services to clients through offerings like Brook Graham and Vario flexible services.
• We like to be flexible. Our firm is professional but also relaxed, you can dress for your day and in your own style. We also promote practices that support wellbeing, mental wellness and work/life balance so that everyone can thrive at work and at home.
• We're lots of fun and very inclusive. Proud of our leading reputation for diversity and inclusion, we have created an open environment where everyone can bring their whole selves to work. You'll also have plenty of opportunities to participate in, and even run, social activities, diversity and inclusion networks, and charitable initiatives.

Applications

To be considered for this opportunity, please submit your resume via this advertisement. Applicants must have unrestricted and ongoing working rights in Australia.

For a confidential discussion, please contact Kara Powell at [email protected]

We are currently not engaging any recruitment agencies for this role. Should we require assistance, we will engage our preferred suppliers.