RSA Service Desk Team Leader (Level 2)

About The Role

Service Desk Team Leader (Level 2)

The Service Desk Team Leader is responsible for leading and supporting the Service Desk team (L2) to deliver exceptional technical support to all users. This role ensures that incidents requests and problems are resolved efficiently and professionally while maintaining high levels of customer satisfaction and adherence to service level agreements (SLAs). The role combines hands-on technical expertise strong leadership and a focus on continuous improvement to ensure smooth day-to-day operations of the IT Service Desk.

Primary duties and responsibilities (KRAs)

Experience & Qualifications

Minimum 35 years experience in an IT Service Desk or technical support environment.

At least 12 years in a supervisory or team lead capacity.

Experience with ticketing systems

Relevant IT qualifications (A N MCP etc.) advantageous.

Work Perks! - Whats in it for you:

FCTG is renowned internationally for having amazing perks and an even better culture. We understand that our people are our most valuable asset. It is the passion and dedication of our teams that keep the company on top of the industry ladder. Its also why we offer some great employee benefits and perks outside the norm.

• Enjoy the freedom and flexibility of a hybrid work structure that combines both remote and in-person work.
• Have fun: At the heart of everything we do at Flight Centre is a desire to have fun.
• Reward & Recognition: Celebrate the success of yourself and others at our regular Buzz Nights and at the annual Global Gathering - Youll have to experience it to believe it!
• Use your smarts: Our people use their quick thinking expertise and tenacity to always figure things out.
• Love for travel: We were founded by people who wanted to travel and want others to do the same. That passion is something you cant miss in our people or service.
• Personal connections: We are a big business founded on personal relationships.
• Diversity Equity & Inclusion
  • Diversity Day: paid leave to observe holiday or cultural celebration of your choice
  • Employee Resource Groups (Racial Equity Gender Equity LGBTQ2IA Accessibility Environmental Justice)
  • Commitment to fair practices such as regular equity assessments and inclusive recruitment protocols
• A career not a job: We offer genuine opportunities for people to grow and evolve
• We back our people all the way: We are strongly committed to supporting every single employee in their professional and personal development.
• Giving Back: Proud Corporate Social Responsibility program supporting nominated charities through Workplace Giving volunteering and fundraising
  • Employee giving program
  • Office Environmental Program
  • 1 Volunteer Day per Calendar Year

Benefits Include:

• Travel perks/discounts for employees
• Health & Wellness ProgramsandEmployee Financial Wellness Services
• National/International Award Nights and Conferences
• Employee Assistance Program
• Employee Share Plan Ability to purchase company stock on Australian Stock Exchange with partial company match subject to terms and conditions
• Global career opportunities in a network of brands and businesses

If you are passionate about technology and enjoy solving complex problems we would love to hear from you!

Applications are NOW OPEN!