ASC is Australia’s submarine company. We built the Royal Australian Navy’s Collins Class submarines, sustain them, and are now delivering their Life of Type Extension to increase the boats’ service lives. We have also been selected by the Australian Government to sustain and jointly build the nation’s nuclear-powered submarines – the largest and most complex industrial undertaking in Australia’s history.
Our work is interesting and meaningful, contributing directly to Australia’s national security. We offer rewarding roles that provide the opportunity to grow your career, and the flexibility to balance life and work. A career at ASC is like no other, delivering a deeper purpose we can all be proud of.
About the Opportunity
We are seeking an experienced and customer-focused Service Desk Team Leader to lead the day-to-day operations of our IT Service Desk function. Reporting to the IT Service Desk Manager, you will provide leadership, coaching and technical guidance to a team of Service Desk and Desktop Analysts, while ensuring the delivery of high-quality IT support across multiple locations. This is a hands-on leadership role that combines operational excellence, stakeholder engagement, continuous improvement and IT asset management governance to enhance the end-user experience across the organisation. The role plays a critical part in ensuring the organisation's technology assets are effectively managed, tracked, optimised and compliant throughout their lifecycle, while enhancing the overall end-user experience across the organisation.
Responsibilities
- Lead, coach and mentor a team of Service Desk and Desktop Analysts, fostering a high-performance culture focused on accountability and service excellence.
- Coordinate daily Service Desk operations, including workload prioritisation, resource management and escalation handling to ensure service continuity.
- Monitor service performance and compliance with ITIL-aligned processes, service standards and operational procedures.
- Act as a key escalation point for complex technical issues, providing guidance and support to team members and stakeholders.
- Drive continuous improvement initiatives by refining processes, maintaining knowledge base content and developing work instructions.
- Oversee IT asset lifecycle management activities, including deployment, refresh, recovery, disposal, auditing and compliance reporting.
- Build strong stakeholder relationships across the business, delivering exceptional customer service and support to users at all levels, including senior executives.
About you
- Demonstrated experience leading, mentoring or coordinating a Service Desk or End User Computing support team in a fast-paced environment.
- Strong technical troubleshooting capability across Windows environments, hardware, software, mobile devices, telecommunications and networking technologies.
- Hands-on experience with Azure Active Directory, Microsoft Intune and ITSM/service management platforms.
- Sound understanding of ITIL and IT Service Management principles, with the ability to drive process adherence and service improvements.
- Proven experience managing IT asset lifecycle processes, governance, compliance requirements and audit readiness activities.
- Excellent communication and stakeholder management skills, with the ability to translate technical concepts for non-technical audiences.
- A proactive, solutions-focused leader who can work autonomously, manage competing priorities and build collaborative relationships across technology and business teams.
Eligibility
This role requires a current National Police Clearance and an Australian Defence Security Clearance to a NV1 level. Your eligibility for this role is dependent on you obtaining and maintaining such clearance.
Whilst ASC will accept all applications for this role, as this role requires an ability to access protected US defence technology, applicants holding nationality of certain foreign countries will not be eligible.
To check your eligibility please visit the Australian Government Security Vetting Agency website.
Benefits
- Unique and challenging work with a deeper purpose.
- Flexibility over how, when and where you work for the best work/life balance.
- Up to 10 days additional leave every year so you can rest and recharge.
- Generous parental leave so you can give your family the focus it deserves.
- Subsidised childcare to ease the financial pressure on your family.
- Health and wellbeing initiatives so you can perform at your best at work.
- Professional development opportunities to advance your career.
- A diverse and supportive environment where you can thrive.
- Discounts and exclusive offers from leading Australian brands to help you save.
About ASC
Established in 1985, ASC’s 2500-plus staff offer a depth of submarine design, project management, supply chain, construction and engineering experience and expertise that is unparalleled in Australia’s defence industry. The company’s work on Australia’s nuclear-powered submarine build and the Collins Class Life of Type Extension takes place in Osborne, South Australia, with sustainment shared across Osborne and Henderson, Western Australia. ASC also plays a leading role in training Royal Australian Navy submariners.
Apply today for a career with a deeper purpose.
