Service Desk Team Leader

The Role

We have an exciting opportunity for a Service Desk Team Leader to join our Technology team and the everchanging world of hospitality. Work across a portfolio of some of Sydney's most iconic restaurants, bars and night spots including Establishment, ivy, Coogee Pavilion and many more.


This person will be responsible for managing the ServiceDesk function within the Technology team including level 1 to level 3 requests across multiple teams. 


Some core responsibilities include:

  • Ensuring ServiceDesk requests are resolved 
  • Managing the level one helpdesk team of 2 direct reports
  • Developing ServiceDesk processes and procedures
  • Ensuring ServiceDesk requests and being correctly assigned, categorized, and prioritized
  • Reporting on ServiceDesk requests\
  • End user hardware and software procurement
  • Technical escalation point for level 1 technicians
  • Providing some VIP support to senior level executives
  • Ensuring that a high level of level 1 support is provided to Merivales venues


We are after someone with hands-on commercial IT Management experience, and someone who has had exposure to working in a fast paced, high pressure environment, can work well in a team or autonomously. As our industry is quick to react and adapt, we need someone who has troubleshooting skills and the ability to think outside the box. Having POS experience, ideally InfoGenesis is a bonus! 


To be successful in this role you have strong experience in:


  • ITIL principles & processes
  • MS Windows
  • MS Office desktop / 365
  • Skype for business / teams
  • Ivanti Landesk
  • Mac OS
  • OS Deployment methodologies
  • Basic network concepts

and experience of the following would be desirable:

  • Point of Sales – preferably Info Genesis
  • VMware ESXi
  • VMWare Horizon
  • Mimecast
  • Solarwinds


The Reward

As part of our Merivale Family you’ll be joining a team where individuality means everything – we want you to bring your authentic self to work. In return, you will be provided with fantastic personal development opportunities, a strong and supportive team environment and incredibly generous discounts and benefits – including free lunch in our venues and discounts for you and your mates when you’re not working.


If you’re looking to excel in your career in Technology, please apply today by submitting your resume for review and we will be in touch.


Merivale is looking forward to a strong and bright future, this includes being a registered ‘COVIDsafe’ organisation. Keeping the health & safety of our guests and employees is at the forefront of how we operate, and under the directive of the Government, we will continue to maintain a ‘COVIDSAFE’ environment for all.


(Please note only suitable applicants’ that have the right to work in Australia will be contacted)

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