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We are seeking a motivated and driven Service Desk Team Lead to take ownership of our Service Desk function and drive excellence across IT support services. This is an exciting opportunity for someone ready to hit the ground running and truly make the role their own.
If you are looking to take the next step in your career and would love the opportunity to drive improvements both locally and globally, we encourage you to apply.
About Applied Medical:
Applied Medical is a new generation medical device company with a proven business model and commitment to innovation that has fueled our rapid growth and expansion worldwide.
What connects us all is our mission to improve the affordability and accessibility of high-quality healthcare by delivering innovative technologies that enhance clinical care.
Be part of our growing Australian & New Zealand arm of our global organisation that makes decisions locally for what is right for patients, customers, our community, and the environment.
About the Role:
As a Service Desk Team Lead, you will be responsible for overseeing the daily activities of the Service Desk Analysts to ensure that end users receive the appropriate assistance. You will provide guidance to technicians in the daily execution of their duties aligned to Applied’s global processes and standards and be the first point of contact for any service delivery escalations. The Service Desk Team Lead will also innovate and influence both local and global IT operations.
Your responsibilities will include:
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Provide high-level IT support to users and business units across the organisation
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Lead the day-to-day operations of the Service Desk, ensuring efficient incident and request management
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Manage procedures for identification, prioritisation, escalation, and resolution of incidents
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Monitor, track, and coordinate Service Desk functions to meet service levels and business expectations
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Lead, mentor, and develop Service Desk Analysts, fostering a high-performing and customer-focused team
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Drive continuous improvement initiatives locally and contribute to global Service Desk enhancements
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Participate in and contribute to IT projects across the APAC region, including user, system, and hardware support
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Act as a trusted advisor to stakeholders, building strong cross-functional relationships
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Analyse Service Desk trends and produce reports to inform decision-making and improve performance
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Conduct research to identify opportunities to enhance processes, tools, and procedures
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Support major incident management and contribute to Root Cause Analysis (RCA) documentation
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Stay current with emerging technologies and industry best practices
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Perform other duties and responsiblitites as required
About You:
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A visionary leader with a big-picture mindset and a passion for continuous improvement
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Proven ability to lead, influence, and develop teams in a fast-paced environment
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Strong customer service mindset with the ability to build trusted relationships
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Comfortable working cross-functionally and across global teams
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Ability to navigate ambiguity, solve complex problems, and make sound decisions
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Proactive, adaptable, and driven to deliver meaningful outcomes
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Ability to travel internationally as required
Skills, Experience, and Qualifications:
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Bachelor’s degree in Information Technology, Business (IT major), or related field
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ITIL V3 or V4 Foundation certification (required)
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Minimum 5 years’ experience in a Service Desk, IT Support, or MSP environment
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Desktop, laptop and iOS software and hardware troubleshooting skills
Experience or relevant knowledge of:
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Microsoft Windows 11 desktop operating systems
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Microsoft 365 suite
- Intune/SCCM/AutoPilot Deployment technologies
- Asset Management
- Operational knowledge of Active Directory and Entra
- Exchange Mailbox management and cloud services as found in the M365 suite
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Understanding of networking concepts (TCP/IP, VPN/Tunnelling, DNS, VLANS) and the ability to troubleshoot
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Remote support management tools
Why Applied Medical?
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Work for a market leader who is proud to have a significant and sustainable impact on healthcare
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A diverse work environment with an industry-leading culture of learning, development, and inclusion
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Your wellness is important to us; Employee Assistance Program is available to all team members and their families
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New Fitness & Wellbeing Benefits platform - WHEREFIT
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Permanent and secure role with opportunity for flexible work arrangement upon completion of probation
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Brand new office located in Geebung QLD
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Professional office environment with supportive, welcoming management and team members
