Technology Service Desk Team Leader At Bunnings, you'll make a positive difference to our business and beyond.Bunnings is the leading retailer of home improvement and lifestyle products in Australia and New Zealand and a major supplier to project builders, commercial tradespeople and the housing industry. Operating from a network of stores, trade centres, frame and truss sites, and online, Bunnings caters for consumer and commercial customers.By joining our passionate and diverse team, you will have the opportunity to grow, develop, have fun and make a positive difference - to our customers and the communities where we live and work.We are seeking an experienced Technology Service Desk Team Leader to join our Bunnings Technology Team.About The RoleAs the Technology Service Desk Team Leader, you will be responsible for the establishment, execution, measurement and continual improvement of the Monday to Friday team within the Bunnings 24/7 IT Service Desk.Leading your team members in the provision of exceptional customer service, you will ensure effective assessment, escalation, resolution and follow up of all tickets, ensuring service delivery meets or exceeds agreed service levels. Additionally, you will ensure monitoring of all Bunnings IT operations and incident management activities are efficiently tracked, escalated, communicated and reported on.You will also be responsible for:Assisting with the development of a problem database through the documentation of known problems and resolutions.Ensuring all customers receive a high-quality experience during problem identification and resolution.Maintaining and improving service quality through monitoring and reporting on service performance.Analysing, reviewing and reporting service performance against monthly KPI's.Ensuring high availability of all IT systems and routines through system monitoring and reporting.About YouJoining a dynamic and highly collaborative team, you will bring your experience as a people leader and coach, along with exceptional problem-solving, stakeholder management, relationship building, and communication skills. Your outcome-driven approach to work, combined with your excellent organizational, prioritization, and team-building abilities, has contributed to your success in your role so far.You will additionally have:Extensive experience in IT Service Management capabilities.Proven experience leading a high performing team.Experience in Contact Centre and ticketing platforms, ideally NICE In Contact and Service Now.Windows, AD, Office and My SQL skills.We're here to support you.Bunnings strives to ensure everyone is treated fairly and our team are committed to supporting you at any stage of your recruitment journey. Be sure to let us know if you require an adjustment and we can provide the most appropriate support for you.You'll be part of a workplace where you'll feel like you belong.There's so much on offer when you're part of our Bunnings team with benefits including:Our flexible and informal work environment which helps bring balance between work and home.Team discount at Bunnings, One Pass and with other Wesfarmers retailers including Kmart, Target, Officeworks and Catch.Discounts from corporate partners (such as private health insurance, gyms, car rental) and cost price food and drinks at our Bunnings café.12 weeks paid parental leave, regardless of gender, annual flu vaccinations and health checks.The opportunity to create a real difference in your local community and environment.Join us and experience Bunnings from the other side of the counter. Please note that if your application progresses to the reference check stage, you may be required to submit a police check. If your search returns a criminal record, Bunnings will assess whether the record impacts your ability to perform the key requirements of the role. About Us Our Commitment At Bunnings, we believe a diverse team creates the best mix of perspectives which helps us innovate and make better decisions. We want our team to have diverse thinking, perspectives, backgrounds and education, which supports us in representing the local communities we serve and so our team can bring their whole self to work.A diverse and inclusive team makes everyone feel valued, respected and connected at work. We're committed to creating a safe and supportive work environment for all team members regardless of age, disability, gender identity, sexual orientation, race, ethnicity or background.