IT Team Leader

IT Service Desk Team Leader
Eagers Automotive Group is looking for an experienced IT Service Desk Team Leader who has a proven ability to manage and lead, has a great work attitude and excellent customer service skills to join our IT Services team.

About the group
Eagers Automotive Group is Australia's largest and most dynamic automotive retailer employing over 8,000 team members across 270 dealerships within Australia & New Zealand. At Eagers Automotive, no job is too small, and no idea is too big so it’s incredibly important that we source, hire and retain employees that align with our values of integrity, inclusiveness, owner’s mindset and agility.

About the role
Reporting to the Head of IT Operations, you will be responsible for overseeing the daily operations of a service desk, ensuring the efficient and effective resolution of IT issues and requests for users. This role involves leading and mentoring a team of service desk analysts, managing workloads, upholding service level agreements (SLAs), and contributing to continuous service improvement.
Some of your responsibilities would include:

Team Leadership & Management

• Lead, mentor, and motivate a team of service desk analysts, fostering a positive and productive work environment.
• Conduct regular one-on-one meetings, performance reviews, and provide constructive feedback to team members.
• Develop training plans and ensure the team is up-to-date with new systems, processes, and technologies.

Operational Oversight

• Monitor service desk queues (calls, tickets, chats) to ensure timely resolution of incidents and service requests.
• Enforce adherence to Service Level Agreements (SLAs) and operational level agreements (OLAs).
• Identify and escalate critical issues or complex problems to appropriate support teams or management.
• Manage the incident resolution process, from logging to closure, ensuring accurate documentation.
• Oversee problem management, identifying root causes of recurring issues and implementing preventative measures.

Process Improvement & Reporting

• Identify opportunities to streamline service desk processes, improve efficiency, and enhance service delivery.
• Generate and analyse service desk performance reports (e.g., call volumes, resolution times, first-contact resolution rates, customer satisfaction scores).
• Present performance data and insights to management, recommending actionable improvements.

About you
You are an inspiring leader who thrives in a team environment, balancing strategic thinking with hands-on guidance. You have a track record of motivating others, fostering collaboration, and driving results. Your strong verbal and written communication skills gives you the ability to explain technical issues clearly to non-technical users. You are proficient in handling difficult or escalated customer interactions calmly and effectively.

You are an approachable mentor, ensuring that your team feels supported while achieving key objectives. Your proven experience as an IT Service Desk Team Leader equips you with the ability to make informed decisions, adapt to challenges, and implement effective solutions. You are passionate about continuous improvement, and your proactive mindset enables you to lead with confidence.

Essential requirements

• Technical proficiency that is required includes:
  • Strong understanding of IT infrastructure fundamentals (e.g., networking, operating systems, hardware, software).
  • Experience with IT Service Management (ITSM) tools (e.g. 4me, ServiceNow, Jira Service Management, Zendesk, Remedy).
  • Basic knowledge of ITIL principles and best practices for service operation.
  • Ability to troubleshoot a wide range of technical issues effectively.

Additionally, you must:

• Have at least 3 years recent experience as a Service Desk Team Leader
• Hold permanent residency or Australian/New Zealand citizenship
• Current Police Certificate
• A current and valid Driver’s Licence

What we offer:

• Discounted health insurance
• Employee purchase policy
• Discounted finance and insurance
• Employee assistance program
• Service recognition program
• Novated leasing and vehicle subscription offers
• Ability to transfer across Australia and New Zealand
• Training and development opportunities

At Eagers Automotive, we embrace change and promote an inclusive and diverse environment where you can bring your whole self to work, every day. If you believe you fit this description please apply now, we look forward to meeting you.