Service Desk Lead

Location

Australia

Posted

36 days ago

Salary

0

Seniority

Lead

English

Job Description

Service Desk Lead

ClearCourse

Service Desk Lead Location: Remote (Australia) Reports to: Managing Director, Sports & Leisure About the Role ThinkSmart Software (part of the ClearCourse Group) is a growing SaaS business supporting children’s activity providers across the UK. We’re looking for a Service Desk Lead to manage a small support team while improving how service desk operations are delivered, measured, and scaled. About You - Experience in a Service Desk or IT Support environment - Previous team leadership or supervisory experience - Strong understanding of incident and problem management - Comfortable analysing data and driving improvements - Ideally experienced in a SaaS environment

Job Requirements

  • Act as senior escalation point for complex support issues
  • Lead, coach, and manage a small service desk team
  • Analyse support data, trends, and performance metrics
  • Improve ticket categorisation, reporting, and processes
  • Enhance knowledge base content to drive self-service
  • Provide customer insights, identifying recurring issues and root causes
  • Collaborate with internal teams and external partners to improve outcomes

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