Service Desk Team Lead

Salary: $100k - $120k p.a.

Working at Melba Support Services (Melba)

• We support people with disability to live the life they want.
• We have a zero-tolerance approach to violence, abuse, neglect, and exploitation.
• Every member of the Melba community is committed to The Melba Way Charter, our vision, purpose, and values.
• Melba aims to create welcoming and respectful workplaces that promote inclusive and collaborative working relationships.

For over 50 years, Melba has stood beside Victorians with disability, championing choice, dignity, and dreams. As a proud NDIS provider, we offer personalised support, from independent living to community connection. Every service is built around what matters most. You!

We open up a world of opportunities for people to live life their way - proudly, joyously, creatively, adventurously

Why Join Us?

At Melba, people lead all decisions about their support. We are proud to do things a little differently; we call it The Melba Way. We ask questions and listen, tailoring all supports to what you need and want, and we tailor all supports to each person. It's how we bring our values to life every day. It's about putting people first, creating personalised support every minute, every hour, every day. If this resonates with you, come join us!

About the Role

This is a full-time, 24-month fixed-term opportunity.
As the Service Desk Team Lead, you'll lead Melba's internal Service Desk function and play a critical role in ensuring our people receive high-quality, responsive and customer-focused IT support. This role combines people leadership, service management and hands-on technical expertise. You'll oversee the day-to-day operations of the Service Desk, coach and develop a team of Service Desk Analysts, drive service improvements, and act as the escalation point for complex technical issues. Working closely with internal stakeholders, external service providers and the broader Technology team, you'll help create a positive support experience for our employees while ensuring services remain reliable, secure and fit for purpose. This role operates across a rotating Service Desk model, with support provided between 7:00am and 7:00pm, Monday to Friday. This is a hybrid role offering flexibility, with 2-3 days per week based in our Cheltenham office and the remainder working from home.

What We Offer
When you join Melba, you become part of an organisation that values its people and believes great services start with great teams.

As a Service Desk Team Lead, we offer:

• Not-for-profit salary packaging benefits to increase your take-home pay
• Ongoing learning and professional development opportunities
• Career pathways across a diverse range of functions and services
• The opportunity to lead and shape a growing Service Desk function
• Exposure to modern technologies and digital transformation initiatives
• Supportive leaders and collaborative teams
• Employee wellbeing initiatives and support services
• The opportunity to make a meaningful impact by supporting the people who support others

What You'll Be Doing
In this role, you'll lead the delivery of exceptional IT support services across Melba while developing a high-performing and customer-focused Service Desk team.

You will:

• Lead the day-to-day operations of the Service Desk, ensuring efficient and effective support delivery
• Coordinate rosters, workload allocation and service coverage across operating hours
• Coach, mentor and develop Service Desk team members to build capability and performance
• Monitor ticket queues, service levels and trends to ensure timely resolution of incidents and requests
• Act as the primary escalation point for complex or high-priority technical issues
• Troubleshoot and support Microsoft 365, Entra ID, Intune, Windows devices and related technologies
• Coordinate responses to major incidents, service outages and cyber security events
• Drive a strong customer service culture focused on user satisfaction and positive outcomes
• Partner with internal stakeholders and external service providers to resolve issues and improve services
• Monitor onboarding, offboarding, access management and asset control processes
• Analyse service performance data and provide reporting to key stakeholders
• Lead continuous improvement initiatives, knowledge management and process optimisation
• Ensure Service Desk practices align with ITIL principles, security requirements and organisational standards

What Makes a Great Service Desk Team Lead?
We're looking for a people-focused leader who enjoys developing teams, solving problems and delivering outstanding customer experiences. You'll be equally comfortable coaching staff, managing service performance and rolling up your sleeves to support complex technical issues when required.

You will bring:

• Experience working within a Service Desk, Helpdesk or technical support environment, including team leadership experience
• Strong knowledge of Microsoft 365, including Exchange Online, Teams, SharePoint and OneDrive
• Experience supporting cloud identity and endpoint management technologies, including Entra ID and Intune
• Strong technical troubleshooting skills across desktop, mobile and collaboration technologies
• Experience using IT service management platforms and applying ITIL principles in operational environments
• Understanding of cyber security principles and secure access management practices
• Proven ability to lead, coach and develop high-performing teams
• Strong organisational and workload management skills
• Excellent analytical and problem-solving capability
• A customer-first mindset and commitment to service excellence
• Excellent written and verbal communication skills with the ability to communicate effectively with both technical and non-technical audiences
• Strong stakeholder engagement and relationship management skills
• Experience developing and improving processes, procedures and documentation
• Professional integrity, accountability and commitment to confidentiality
• A commitment to continuous learning, improvement and innovation
• Relevant Microsoft, Azure, Endpoint Management or ITIL certifications (desirable)

Requirements
To be successful in this role, you'll need:

• Current NDIS Worker Screening Check or willingness to obtain
• Current Working with Children Check or willingness to obtain
• A current Australian Driver Licence and willingness to travel between Melba locations as required
• Availability to support Service Desk operations across a rotating roster model between 7:00am and 7:00pm, Monday to Friday
• Successful completion of pre-employment screening, mandatory training and ongoing compliance requirements
• Commitment to workplace health, safety and wellbeing responsibilities

Ready to Apply?
If you're an experienced Service Desk professional ready to lead a team, improve service delivery and help drive Melba's technology support function forward, we'd love to hear from you.
Apply today and join the team at Melba Support Services.

Inclusion at Melba

Melba Support Services recognises the contribution that a diverse workforce makes to continuous improvement and service delivery and is an Equal Opportunity Employer. Melba Support Services values diversity and encourages applications from Aboriginal and Torres Strait Islanders. People with disabilities and from culturally and linguistically diverse backgrounds are also encouraged to apply. Melba Support Services is committed to making reasonable adjustments to the recruitment process and day-to-day work. As a provider of supports and services to children, Melba is committed to ensuring that every child feels safe and respected. All Melba staff and volunteers have a responsibility to make sure that children's wellbeing and safety comes first, that they are supported to achieve their potential, respected, and protected from abuse and neglect.