Service Desk Lead

We’re looking for a driven and motivated Service Desk Lead to guide, support and develop our Service Desk Level 1 team as they deliver exceptional first-line IT support across our Retail, Support Office and Distribution Centre environments. In this leadership role, you’ll take ownership of day-to-day operations, strengthen our service culture, and ensure our team members feel equipped, empowered and supported to deliver timely, high-quality service. 

Key Responsibilities 

• Lead, coach and mentor the Service Desk Level 1 team, fostering a positive, customer-focused and growth-oriented culture 

• Oversee daily work distribution, queue management, rostering and prioritisation to ensure service targets are met 

• Act as an escalation point for complex or high-priority incidents, driving timely and effective resolutions 

• Maintain and uplift knowledge base content, support documentation and team processes 

• Partner with cross-functional IT teams to improve service outcomes and support continuous improvement initiatives 

What You Will Bring 

You’re an experienced IT support professional who knows how to lead with confidence, care and a service-first mindset. You thrive in fast-paced environments, bring positivity and empathy to every interaction, and know how to balance hands-on problem-solving with strong people leadership. 

You’ll also bring: 

• Previous experience leading a service desk or technical support team 

• Strong troubleshooting skills across Windows, macOS, iOS, POS systems and end-user technologies 

• Experience with Microsoft O365 administration (Exchange, Teams, user management, security groups, licensing) 

• Excellent communication skills and the ability to engage effectively with stakeholders 

• Strong documentation, prioritisation and incident-management capability 

Your Life at MECCA 

Whilst we are singularly focused on our #CustomerFirst mantra, we know that wouldn’t be possible without an incredible team that is guided by our MECCA values and motivated each and every day to be solutions focused, innovative, collaborative and adaptable, and have a bit of fun along the way! 

Some of our other team member benefits include: 

• Professional development programs and first-class digitised learning offering 

• Health and well-being initiatives 

• Reward and recognition programs 

• Access to bonus and incentive programs 

• Access to quarterly product allowance 

• Generous discount to spoil yourselves and your immediate family, as well as a generous product allowance, subject to company policy. 

There are also so many other ways in which you’ll be made to feel part of the MECCA story as we love to celebrate, surprise and delight our team along the way. 

To learn more about life at MECCA Brands, follow us on LinkedIn at MECCA Brands or @lifeatmecca and for all current opportunities, visit www.mecca.com.au/careers.