About this role
<p style="margin:0.0cm 0.0cm 8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><strong><span style="font-size:10.5pt;line-height:115%;font-family:Arial, sans-serif">The Role</span></strong><span style="font-size:10.5pt;line-height:115%;font-family:Arial, sans-serif"><br>We are looking for an experienced <strong>Technology Service Desk Team Lead</strong> to join the Corporate IT team here at Merivale.</span></p> <p style="margin:0.0cm 0.0cm 8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.5pt;line-height:115%;font-family:Arial, sans-serif">This is a hands-on leadership role, responsible for driving the day-to-day operation of the Service Desk and ensuring our teams across Head Office, venues and business operations receive high-quality, customer-focused IT support.</span></p> <p style="margin:0.0cm 0.0cm 8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.5pt;line-height:115%;font-family:Arial, sans-serif">You will lead a team that supports a fast-paced, multi-site hospitality environment. You will oversee service desk performance, ticket quality, escalations, rosters and service delivery, while helping uplift the team through coaching, mentoring and continuous improvement.</span></p> <p style="margin:0.0cm 0.0cm 8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><strong><span style="font-size:10.5pt;line-height:115%;font-family:Arial, sans-serif">Key Responsibilities</span></strong></p> <ul style="margin-top:0.0cm;margin-bottom:0.0cm"> <li style="margin:0.0cm 0.0cm 0.0cm 24.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.5pt;line-height:115%;font-family:Arial, sans-serif">Lead daily Service Desk operations, coordinating workloads, priorities and service delivery across incidents, requests, access requests and escalations.</span></li> <li style="margin:0.0cm 0.0cm 0.0cm 24.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.5pt;line-height:115%;font-family:Arial, sans-serif">Manage ITSM ticket disciplines including triage, categorisation, prioritisation, assignment, escalation, backlog control and closure quality.</span></li> <li style="margin:0.0cm 0.0cm 0.0cm 24.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.5pt;line-height:115%;font-family:Arial, sans-serif">Drive ITIL-aligned practices across Incident, Request, Problem, Change, Knowledge and Major Incident Management.</span></li> <li style="margin:0.0cm 0.0cm 0.0cm 24.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.5pt;line-height:115%;font-family:Arial, sans-serif">Act as the key operational escalation point for complex or high-impact service issues, working closely with field support, infrastructure, cyber security, applications teams and third-party vendors.</span></li> <li style="margin:0.0cm 0.0cm 0.0cm 24.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.5pt;line-height:115%;font-family:Arial, sans-serif">Support Major Incident management through clear communication, stakeholder updates, technical coordination and post-incident review actions.</span></li> <li style="margin:0.0cm 0.0cm 0.0cm 24.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.5pt;line-height:115%;font-family:Arial, sans-serif">Develop and maintain knowledge articles, SOPs and support documentation to improve consistency, resolution speed and self-service capability.</span></li> <li style="margin:0.0cm 0.0cm 0.0cm 24.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.5pt;line-height:115%;font-family:Arial, sans-serif">Coach, mentor and develop the Service Desk team through structured feedback, quality reviews, training plans and day-to-day support.</span></li> <li style="margin:0.0cm 0.0cm 0.0cm 24.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.5pt;line-height:115%;font-family:Arial, sans-serif">Coordinate team rosters, leave planning, on-call coverage and out-of-hours support aligned to venue trading hours and business-critical periods.</span></li> <li style="margin:0.0cm 0.0cm 0.0cm 24.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.5pt;line-height:115%;font-family:Arial, sans-serif">Identify opportunities to use automation, AI-enabled tools and ITSM improvements to reduce manual effort and enhance the customer experience.</span></li> </ul> <p style="margin:0.0cm;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"> </p> <p style="margin:0.0cm 0.0cm 8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><strong><span style="font-size:10.5pt;line-height:115%;font-family:Arial, sans-serif">The Essentials</span></strong></p> <ul style="margin-top:0.0cm;margin-bottom:0.0cm"> <li style="margin:0.0cm 0.0cm 0.0cm 24.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.5pt;line-height:115%;font-family:Arial, sans-serif">5+ years’ experience across IT Service Desk, end-user support or IT service operations.</span></li> <li style="margin:0.0cm 0.0cm 0.0cm 24.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.5pt;line-height:115%;font-family:Arial, sans-serif">Previous experience leading, supervising or mentoring a Service Desk or end-user support team.</span></li> <li style="margin:0.0cm 0.0cm 0.0cm 24.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.5pt;line-height:115%;font-family:Arial, sans-serif">Strong working knowledge of ITIL practices, particularly Incident, Request, Problem, Change and Knowledge Management.</span></li> <li style="margin:0.0cm 0.0cm 0.0cm 24.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.5pt;line-height:115%;font-family:Arial, sans-serif">Hands-on experience using ITSM platforms, ticket workflows, queue management, SLA reporting and service metrics.</span></li> <li style="margin:0.0cm 0.0cm 0.0cm 24.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.5pt;line-height:115%;font-family:Arial, sans-serif">Strong customer service mindset with excellent written and verbal communication skills.</span></li> <li style="margin:0.0cm 0.0cm 0.0cm 24.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.5pt;line-height:115%;font-family:Arial, sans-serif">Experience coordinating escalations, major incidents and cross-team service restoration activities.</span></li> <li style="margin:0.0cm 0.0cm 0.0cm 24.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.5pt;line-height:115%;font-family:Arial, sans-serif">Strong understanding of Microsoft workplace technologies, identity and access support, endpoint support and common business applications.</span></li> <li style="margin:0.0cm 0.0cm 0.0cm 24.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.5pt;line-height:115%;font-family:Arial, sans-serif">Experience preparing rosters or coordinating after-hours and on-call support arrangements.</span></li> <li style="margin:0.0cm 0.0cm 0.0cm 24.0px;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.5pt;line-height:115%;font-family:Arial, sans-serif">Strong analytical skills, with the ability to identify trends, risks and improvement opportunities from service data.</span></li> </ul> <p style="margin:0.0cm 0.0cm 8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"> </p> <p style="margin:0.0cm 0.0cm 8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><strong><span style="font-size:10.5pt;line-height:115%;font-family:Arial, sans-serif">Merivale Employee Benefits</span></strong></p> <ul style="margin-top:0.0cm;margin-bottom:0.0cm" type="disc"> <li style="margin-bottom:0.0cm;margin-top:0.0cm;margin-right:0.0cm;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.5pt;line-height:115%;font-family:Arial, sans-serif">25% staff discount across 90+ Merivale venues.</span></li> <li style="margin-bottom:0.0cm;margin-top:0.0cm;margin-right:0.0cm;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.5pt;line-height:115%;font-family:Arial, sans-serif">Exclusive monthly perks, staff-only rewards and events.</span></li> <li style="margin-bottom:0.0cm;margin-top:0.0cm;margin-right:0.0cm;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.5pt;line-height:115%;font-family:Arial, sans-serif">Merivale Staff Cellar – access to premium wines at staff pricing.</span></li> <li style="margin-bottom:0.0cm;margin-top:0.0cm;margin-right:0.0cm;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.5pt;line-height:115%;font-family:Arial, sans-serif">Unlimited career growth with endless development opportunities.</span></li> <li style="margin-bottom:0.0cm;margin-top:0.0cm;margin-right:0.0cm;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.5pt;line-height:115%;font-family:Arial, sans-serif">Merivale Academy – online and in-person training, including Leadership & Performance, First Aid, Food Safety and more.</span></li> <li style="margin-bottom:0.0cm;margin-top:0.0cm;margin-right:0.0cm;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.5pt;line-height:115%;font-family:Arial, sans-serif">Professional accreditation support – including Leadership qualifications.</span></li> <li style="margin-bottom:0.0cm;margin-top:0.0cm;margin-right:0.0cm;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.5pt;line-height:115%;font-family:Arial, sans-serif">Employee Assistance Program – confidential wellbeing and mental health support, provided by Sonder.</span></li> <li style="margin-bottom:0.0cm;margin-top:0.0cm;margin-right:0.0cm;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"><span style="font-size:10.5pt;line-height:115%;font-family:Arial, sans-serif">Employee Referral Program – earn rewards for bringing great people on board.</span></li> </ul>