Get ahead at Credit Corp

Job description

Credit Corp is Australia's largest provider of sustainable financial services to the credit-impaired consumer segment. We are an ASX200 listed company with over 1900 staff in multiple locations in Australia, the USA, New Zealand, and the Philippines. We work closely with regulators to provide sustainable financial solutions to improve our customers’ circumstances as a pathway to mainstream financial inclusion.

The Role

Reporting to the IT Service Desk Manager, we are seeking a proactive and experienced Service Desk (Technical) Team Leader to oversee the day-to-day operations of our Service Desk team. In this role, you will lead a team of Service Desk Analysts, ensuring timely and effective resolution of incidents, requests, and escalations. You will be responsible for driving service excellence, maintaining high customer satisfaction, and ensuring adherence to ITIL best practices and company standards. This is a full-time role based entirely on-site in our Draper office.

Key Responsibilities:

• Provide technical support by effectively triaging, resolving, and escalating technology-related incidents and service requests promptly.
• Oversee day-to-day operations of the USA Service Desk, including scheduling, work allocation, escalations, and reporting.
• Act as the most senior Service Desk technical escalation point for complex IT issues.
• Mentors and trains Service Desk team members to build new skills.
• Build collaboration within the team and with the operations team.
• Monitors Service Desk tickets and calls, identifying trends and issues that require more in-depth analysis.
• Drive continuous improvement initiatives across processes, tools, and team performance.
• Ensures team meets or exceeds agreed-upon SLAs.
• Develop and implement training and development plans for direct reports to support their growth and performance.
• Work closely with the Service Desk Manager and the Infrastructure Lead to remediate problems and continuously improve IT services in the USA.
• Desktop Management: Imaging laptops and desktops, Perform system maintenance, upgrades, and health checks.
• Take the lead from a Service Desk perspective during major incidents or outages.
• Identify, document, and publish knowledge base articles addressing common issues
• Build and maintain strong relationships with internal customers and stakeholders
• Provide a leadership role for the work group through knowledge in your area of specialization, and determine work priorities based on general direction from managers
• Compile and present Incident and Service Request data/report on a weekly/monthly basis to support issue remediation and continuous improvement efforts.

Key Requirements:

• 3+ years of experience in a similar role
• Experience supporting staff across a range of sites and business units
• Strong troubleshooting skills, including prioritization, multi-tasking, escalation, and problem solving.
• A demonstrated ability to work effectively in a team and independently.
• Prior experience as an on-site technician or in a similar client-facing IT role.
• A passion for continuous learning and investing in your technical and interpersonal capabilities.
• Strong knowledge and hands-on experience with ITIL frameworks, including Incident Management, Service Request, Problem, Change, and Major Incident.
• High level attention to detail
• Flexible and able to work extended hours, including weekends and travel when required.
• Competent in the following technologies: Windows OS, Linux, Active Directory, Exchange, MS Office Suite, Citrix, Anti-virus, Email Filtering.
• Experience with the following Microsoft SCCM, including package creation and deployments, Intune, Avaya phone systems, and IT asset management

In order to be successful in this role, you will be driven, highly motivated, and eager to learn. Degree qualification in an IT discipline or equivalent industry qualifications or experience is an advantage.

If you’re looking for an opportunity to work for a financial services organization that offers growth and development and has a great culture, then this is the role for you.

Please submit your CV outlining your suitability

Job Type: Full-time