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.
The Opportunity
The Bakers Delight Information 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 assist in providing day to day support but is driven to take the next steps in their management career. Whether you have had a taste of leading a team before or want to move in to the management track this opportunity may be for you.
Working in a dynamic, fast paced and well-regarded team, your responsibilities in this full-time role will 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.
- Supporting the Service Desk Manager to ensure agreed SLA’s are met and key measures are achieved.
- Creating, maintaining and driving adoption of documentation via our ServiceNow knowledge base.
- Owning and delivering new work initiatives that reduce calls to the Service Desk or improve time to resolution.
- Stepping up to take on acting management responsibilities where required.
- Working alongside vendors to implement changes and projects.
Let’s hear about you!
- Tertiary qualifications in Business Information Systems or similar experience will be highly regarded.
- Demonstrable experience in providing 1st and 2nd level technical support in a help desk environment.
- Previous experience within a retail, hospitality or customer service environment required.
- Previous experience in working within ITIL service management frameworks.
- Previous experience with Service Now, Connect Wise manage, IT Glue or Jira documentation systems required
Working in a close-knit team, you will excel at day-to-day IT support and be looking for your first step in the management track. Whether you have had a taste of leading a team before or are curious about what it takes, this role offers the opportunity to step up and grow from an amazing engineer to a top leader. You must be a self-starter and love diving into the data to understand what actions need to be done. You thrive at setting an example and working hard to achieve outcomes.
Please note this is a hands-on technical role, you will be expected to perform technical work in a day to day setting. This role does not have direct reports, but rather operating in a mentor capacity initially and a support to the Service Desk Manager. This role reports directly into the Service Desk Manager role, if this is the career path that interests you, we encourage you to take the step!
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.
