We are HCLTech, one of the fastest-growing large tech companies in the world and home to 219,000+ people across 54 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud.

The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be.

At HCLTech Australia, we value the unique perspective and contributions of all individual and we actively encourage applications from Aboriginal and Torres Strait Islander people to apply for this role.

Are you ready to be an important part of this ever-transformational journey?

Location: Melbourne

We are seeking an experienced Service Desk Lead to manage end-to-end operations of a high-performing IT support team. This role is responsible for ensuring service excellence, meeting SLA targets, driving team performance, and continuously improving service delivery processes.

You will work closely with senior leadership to oversee daily operations, optimise workforce planning, and ensure high levels of customer satisfaction across support functions.

🔧 Key Responsibilities
🧑‍💼 Team Leadership & People Management

• Lead, mentor, and manage Service Desk Supervisors and Analysts

• Conduct performance appraisals and support career development plans

• Drive a high-performance culture through coaching and feedback

• Partner with HR on performance management and disciplinary actions

• Support recruitment and onboarding of Service Desk personnel

📊 Operations & Service Delivery

• Ensure all Service Level Agreements (SLAs) are consistently met, including:

  • Average Speed of Answer (ASA)

  • Abandonment Rate

  • First Call Resolution (FCR)

• Monitor service queues and proactively manage workload distribution

• Oversee daily operations to ensure efficient ticket resolution

• Act as the primary escalation point for complex or high-impact issues

📈 Workforce Planning & Scheduling

• Forecast call volumes and determine staffing requirements

• Develop and maintain effective shift schedules

• Adjust staffing models based on demand fluctuations, leave, and peak periods

• Collaborate with stakeholders to align capacity with business needs

🔄 Training, QA & Knowledge Management

• Ensure effective execution of training initiatives for Service Desk teams

• Drive knowledge transfer across teams and maintain documentation standards

• Oversee development and maintenance of SOPs and knowledge base articles

• Participate in quality assurance (QA/QC) activities, including:

  • Ticket reviews

  • Call quality monitoring

  • Performance scoring

🔁 Change & Transition Management

• Lead onboarding of new teams and support transitions

• Coordinate training for new hires and remediation sessions

• Support development of account-specific processes and documentation

• Drive continuous improvement initiatives across service delivery

🤝 Stakeholder & Customer Engagement

• Align operations with customer priorities and expectations

• Work closely with leadership to deliver operational reporting and insights

• Ensure high customer satisfaction (CSAT) and quality scores

🧠 Required Skills & Experience

• Proven experience in a Service Desk Lead / Operations Manager / SD Supervisor lead role

• Strong understanding of IT Service Management (ITSM) frameworks (e.g., ITIL)

• Experience managing SLAs, KPIs, and service delivery metrics

• Demonstrated experience in team leadership, workforce planning, and scheduling

• Strong operational reporting and analytical skills

• Experience in handling escalations and driving incident resolution

• Excellent communication and stakeholder management skills

 Why Us 

We are one of the fastest-growing large tech companies in the world, with offices in 50+ countries across the globe and 219,000 employees. 

• Our company is extremely diverse with 165 nationalities represented.

• We offer the opportunity to work with colleagues across the globe. 

• We offer a virtual-first work environment, promoting a good work-life integration and real flexibility. 

• We offer comprehensive benefits for all employees.  

• We are a certified great place to work and a top employer in 17 countries, offering a positive work environment that values employee recognition and respect. 

Equality & Opportunity for All

Representing 165 nationalities across the globe, we pride ourselves on being an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, colour, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, Aboriginal and Torres Strait Islander people or any other protected classification, in accordance with federal, state, and/or local law.

Candidate Data Privacy Notice | HCL Technologies

We are committed to respecting your privacy and for the protection of your personal data. Your personal data will be collected and processed in line with our candidate privacy notice: https://www.hcltech.com/candidate-privacy-notice. This privacy notice will help you to understand what personal data we collect about you, how we use this personal data, and what rights you have regarding your personal data.  By replying to this email or submitting any personal data to HCLTech, you acknowledge that you have read and understood the candidate privacy notice and  have  provided your consent to the processing of your data for recruitment purposes as described in the privacy notice”.