End User Experience Team Lead
On-siteMelbourne, Victoria, Australia
Job Summary
Lead the delivery of End User Services, including Service Desk, Tech Bars, Executive & VIP Support, and meeting room technology. Coach and develop teams to foster a high-performing culture focused on accountability and service excellence. Drive customer satisfaction, first contact resolution, and operational performance through strong leadership and continual improvement. Manage workforce planning, resource allocation, and operational governance to ensure services meet business demand and agreed service levels. Champion Shift Left by increasing frontline capability through knowledge management, self-service, and automation. Lead operational response to major incidents, ensuring effective coordination and timely service restoration. Partner with Technology teams, stakeholders, and vendors to improve end-to-end delivery and eliminate recurring pain points. Utilize service metrics and customer feedback to identify trends and enhance the employee technology experience. Ensure End User Services align with Technology governance and Service Management practices.
Required Qualifications
- Significant experience leading end-user technology support functions within a medium or large enterprise environment
- Demonstrated success leading multiple customer-facing support teams and developing high-performing leaders and technical teams
- Proven experience delivering operational excellence across Service Desk, Tech Bar, Executive Support, or broader End User Services
- Strong operational leadership skills, including workforce planning, service delivery, performance management, and resource optimisation
- Experience driving customer experience improvements, service transformation and continual improvement initiatives
- Sound understanding of ITIL Service Management practices, including Incident, Request, Knowledge and Problem Management
- Strong stakeholder management and communication skills, with the ability to build trusted relationships across all levels of the organisation
- Demonstrated ability to make sound operational decisions, balance competing priorities and lead teams through high-pressure situations
- Experience managing vendors and service partners to deliver agreed service outcomes
- ITIL 4 Foundation certification (or equivalent experience)
Desired Qualifications
- Desirable ITIL 4 Managing Professional or similar advanced certification
- Experience with ServiceNow or another enterprise IT Service Management platform
- Experience leading geographically dispersed teams
- Knowledge of Microsoft 365, Intune and modern workplace technologies
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