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SydneyFull time

Service Desk Team Leader



About Us

Pacific National is one of Australia's largest rail freight providers. We handle and haul millions of tonnes of agricultural and resource commodities, retail goods, manufacturing products, construction and other materials that keep the region's economy, businesses and households running.   We employ around 4,000 people in over 100 sites across Australia. Join our team as we continue to strive to become market leaders in logistic services that connect businesses and their markets across Australia.


The Opportunity

This is an excellent opportunity for an experienced Service Desk professional to join this progressive company, poised for nationwide growth.

This is a pivotal role with key accountability for ensuring the timely delivery of quality 1st level technical support to the business.  The Service Desk Team Leader will be expected to manage a small team of IT Service Desk professionals, inspiring a commitment to service quality and performance. 

There will be additional requirements to further assist the Service Delivery team and other IT Support teams as required, in order to maintain optimum delivery of IT services at all times. You’ll be expected to actively support Major Incident Management, escalations of issues to the vendor and other IT teams; ensuring service is restored in a timely manner.  

This role may require out of hours work and on call.


Key responsibilities include:

  • Ownership and leadership of the IT Service Desk function within the organisation, including a 3rd Party vendor providing After Hours Services
  • People management, leading a small team in order to achieve quality service outcomes and targets
  • Drive ownership of service tickets across IT, to ensure that they are resolved/fulfilled within SLA targets
  • Promote shift-left movements of repeatable / transactional processes from L2 teams to increase First Level Resolution
  • Escalate priority incidents to the Major Incident Manager and support teams; and actively participate in the resolution process, to minimise service disruption
  • Incident analysis, trending and identification of problems, linking incidents to problems and escalating these problems to appropriate support teams
  • Manage relationship with 3rd party suppliers/ vendors to ensure that the contracted SLAs are met
  • Training and mentoring of staff with a commitment to raising capability and quality of service provided
  • Identify and drive continuous service improvement initiatives for the Service Desk with the express intention of improving the quality of service delivered
  • Assist the Service Delivery Manager/ team in other customer-centric initiatives aimed at driving a positive customer experience and work culture
  • Own the customer complaint/ resolution process for the Service Desk to ensure all customer feedback is acknowledged and addressed as appropriate
  • Producing management information, including KPIs and reports


About You

With demonstrated experience working within a large complex enterprise service desk environment, you will also possess the following skills and attributes:

  • People management strengths, with specific experience leading teams through change and transformation
  • Ability to lead and motivate team members in a collaborative and inclusive manner
  • Proven experience uplifting Technology Service Desk capability and Self-Service Tools
  • Exceptional organisational skills with the ability to prioritise and multi-task, whilst dealing with ambiguity
  • Strong understanding in the areas of incident management, problem management, change management, knowledge management and service level management - ITIL
  • Experience in vendor relationship management
  • High-level technical, problem solving, time management, communication and customer service skills
  • Ability to communicate effectively with internal and external stakeholders, able to achieve consultative outcomes
  • Strong technical skill set required – experience with TMS, ServiceNow, Citrix/Cloud preferred
  • ITIL certification is essential


The Benefits

Our culture embraces diversity and flexible work options. Working for us will put you in a strategic position with your career, with opportunities for growth and development along with financial and non-financial benefits, such as paid parental leave, opportunity to purchase additional annual leave, discounts on health insurance, travel and more.

We're looking for people who share our values of Safety, People & Teamwork, Customer and Performance, and live these values through open and honest communications, personal accountability and respect.

We embrace diversity in our workforce and encourage everyone to apply.


Closing Date

Applications close on 25 November 2018.


Next Steps

Are you ready to be part of our future?

Apply now!

To find out more about careers with us, our benefits and the opportunities we offer, visit our careers page at            


Home Safely Everyday - Our top priority is getting you home to your family safely every day.

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Closing Date

Sunday 25 November 2018

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