Service Desk Lead Location: Remote (Australia) Reports to: Managing Director, Sports & Leisure About the Role ThinkSmart Software (part of the ClearCourse Group) is a growing SaaS business supporting children’s activity providers across the UK. We’re looking for a Service Desk Lead to manage a small support team while improving how service desk operations are delivered, measured, and scaled. About You Experience in a Service Desk or IT Support environment Previous team leadership or supervisory experience Strong understanding of incident and problem management Comfortable analysing data and driving improvements Ideally experienced in a SaaS environment Requirements Act as senior escalation point for complex support issues Lead, coach, and manage a small service desk team Analyse support data, trends, and performance metrics Improve ticket categorisation, reporting, and processes Enhance knowledge base content to drive self-service Provide customer insights, identifying recurring issues and root causes Collaborate with internal teams and external partners to improve outcomes
