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Service Desk Team Leader | Merivale

Merivale

Australia, New South Wales, Australia Full-time July 13, 2026

Found Description

The Role


We are looking for an experienced Technology Service Desk Team Lead to join the Corporate IT team here at Merivale.

This is a hands-on leadership role, responsible for driving the day-to-day operation of the Service Desk and ensuring our teams across Head Office, venues and business operations receive high-quality, customer-focused IT support.


You will lead a team that supports a fast-paced, multi-site hospitality environment. You will oversee service desk performance, ticket quality, escalations, rosters and service delivery, while helping uplift the team through coaching, mentoring and continuous improvement.


Key Responsibilities

  • Lead daily Service Desk operations, coordinating workloads, priorities and service delivery across incidents, requests, access requests and escalations.

  • Manage ITSM ticket disciplines including triage, categorisation, prioritisation, assignment, escalation, backlog cont...
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