IT Service Desk Team Lead

Fyfe is an Australian professional project services firm delivering value through integrated engineering, environment, planning and survey. We employ the best people to deliver high value projects that build our client prosperity in the defence, energy, resources, property and infrastructure sectors.

The Opportunity

Fyfe is entering a significant growth phase, and as part of this expansion we are growing our IT Service Desk team to better support our people across the organisation.

We are seeking a hands-on IT Service Desk Team Leader to join our Melbourne office. In this role, you will be responsible for providing support and ensuring consistent service delivery, improving team performance visibility, and driving the ongoing uplift of capability, quality, and customer experience within the service desk.

Responsibilities

• Act as the escalation point for complex, high-priority, or unresolved incidents and service requests from the service desk team
• Resolve or coordinate resolution of technical issues that sit beyond analyst capability
• Maintain strong working and support knowledge of the IT environment, tools, and services to provide effective guidance and decision-making support
• Monitor and manage the service desk queue in real time, ensuring fair workload distribution and timely response to tickets
• Triage incoming requests, ensuring accurate categorisation, prioritisation, and SLA assignment
• Review and quality-check ticket resolutions to ensure accuracy, completeness, and implement appropriate documentation and time management standards
• Provide ongoing coaching, mentoring, and technical guidance to analysts to support capability development and continuous improvement
• Produce and present performance insights and reporting to stakeholders, using data to drive service improvements

Requirements

• 3–5+ years' experience in IT service desk or technical support roles, including at least 1 year in a senior or team lead capacity
• ITIL Foundation certification (or equivalent) highly regarded
• Tertiary qualification in IT or equivalent practical experience
• Strong technical knowledge across end-user computing environments including Windows, Microsoft 365, Active Directory, and networking fundamentals
• Experience using, configuring and optmising ITSM platforms (Zoho preferred), including queue management and reporting
• Ability to produce clear, data-driven reports and communicate insights to stakeholders
• Strong coaching and interpersonal skills with the ability to influence peers without formal authority
• Excellent problem-solving skills with the ability to manage competing priorities in a fast-paced environment

Why Join Fyfe

• Career growth & development: paid training, study support, mentoring, and professional memberships
• Culture & connection: team events, celebrations, and recognition programs
• Health & wellbeing: wellbeing allowance, Bupa discounts, EAP support, flu shots, and skin checks
• Flexible leave & life balance: purchase extra leave and generous parental leave
• Employee referral rewards up to $5,000

How To Apply

If you're ready to take the next step in your career and make a meaningful impact in the energy sector, click Apply to submit your application.

Please note, agency applications will not be accepted. Only shortlisted candidates will be contacted.