Introduction At Bakers Delight our vision is to be the most loved bakery in every community. We've built our business through commitment to the quality of our product, the development of our people and by providing a delightful experience to all of our customers. Description The Opportunity The Bakers Delight Technology department is seeking a driven Service Desk Team Lead to join the team. Based in our Camberwell Support Office and reporting to the Service Desk Manager, the Service Desk Team Lead will drive the Service Desk team to ensure BAU operations are managed and kept on track. Ensuring workload is appropriately managed and any escalations are taken care of. The Service Desk has recently undergone a radical transformation, adding senior roles and changing operations to focus on root cause resolutions in place of restoring service. As a result, there is a lot of opportunity to make your mark with a refreshed and eager team. Working in a high pressure fast-paced environment, your responsibilities in this full-time permanent role include: Providing seamless level 1 and 2 technical support to all bakery and corporate staff ensuring regular contact and updates. Operating on a 24/7 basis. Operating in a 60/40 split between team management and hands-on technical work. This role is required to jump in and get involved in all technical aspects. Monitor and provide reporting on the performance of the Service Desk in terms of call resolutions and customer experience. Ensuring the Service Desk process is tuned appropriately to deliver the agreed outcomes. Management and development of the ServiceNow knowledge base for end user documentation and internal technical resources. Own and deliver new work initiatives that reduce calls to the Service Desk or improve time to resolution. Step up to take on acting management responsibilities where required. Working alongside vendors to implement changes and projects. Participate where required in on-call/weekend activities to ensure transitions are successfully completed. Skills And Experiences Let’s hear about you! Tertiary qualifications in Business Information Systems or similar experience will be highly regarded. Minimum 5 years’ IT support experience, with at least 1 year in a leadership or supervisory role. Previous experience within a retail, hospitality or customer service environment required. Experience in supporting Windows environments (Desktop & Server). Previous experience with ServiceNow, Connect Wise manage, IT Glue or Jira documentation systems required. This is a hands-on technical role, you will be expected to perform technical work in a day to day setting with approximately a 60/40 split between management responsibilities and technical work execution. You will need excellent interpersonal skills, paired with your natural leadership ability, to help inspire your team to deliver outstanding results. Why Bakers Delight? You’ll love being part of the Bakers Delight family As well as the opportunity to work for a leading and successful international food retailer and well-respected franchisor with bakeries in over 500 locations across Australia, Canada and the USA, Bakers Delight offers a professional, fun and friendly working environment in newly renovated offices. You’ll also have access to a range of benefits and programs that aim to support, reward and inspire: Hybrid work policy. Reward and bonus structure. Corporate casual dress environment. Professional development opportunities. Health and wellness activities. Paid Parental Leave. Novated Lease options. If you have what it takes and are “bready” for your next challenge - apply today! Please, no recruitment agencies at this stage.
