Team Lead - Service Desk

About George Weston Foods

George Weston Foods makes some of Australia and New Zealand’s favourite and most innovative products! Chances are that one of our iconic brands is sitting on your table, packed in your lunchbox or resting in your pantry right now. Join the team and be part of one of our iconic brands like Tip Top®, Abbotts Village Bakery®, Burgen®, Golden®, DON®, KR Castlemaine® and Yumi’s®.

Key Responsibilities

Reporting to the Client Services Manager, the role has several direct reports who are responsible for providing first level support to the GWF Business. The Service Desk Team Lead role is a leadership role within the IS team; managing the day-to-day operations of the IS Service Desk, to deliver great customer services to GWF employees.

The IS Service Desk team is a front-line customer touchpoint into IS and provide an indicative pulse on the “health of IS services”. The key focus of the role is to provide excellence in service to our internal customers first time, every time. The role will work closely with the ANZ Field Services Team Lead to build the skills of the Service Desk and Field Services teams to strengthen our service offering and build a strong consistent experience for our business.

On a day-to-day basis, you will:

• Lead the day‑to‑day operation of the IS Service Desk, ensuring effective triage, prioritisation, and workload distribution
• Actively manage Service Desk queues to ensure incidents and requests are progressed, escalated, and resolved within agreed service targets
• Serve as the primary escalation point for Service Desk issues, customer concerns, and operational risks
• Drive continuous improvement initiatives to enhance service quality, efficiency, and customer experience
• Lead, coach, and develop Service Desk team members through regular 1:1s, feedback, and performance conversations
• Lead Service Desk participation in incident management across all priority levels
• Maintain strong working relationships with internal IS teams and third‑party vendors
• Actively assist with incident and service request resolution during periods of high workload, operational pressure, or resourcing constraints

About You

The ideal candidate will have:

• Minimum 3 years Desktop Support/Field Service experience
• Highly desired Tertiary qualifications in business or technology disciplines (or relevant industry experience)
• Highly desired ITIL Foundation Certificate V4
• Exceptional communication and relationship skills are required to interact with all parts of the business and suppliers/internal stakeholders on a frequent basis to deliver business outcomes
• Proven analytical and problem‑solving skills to support the team when system issues arise - required to make quick decisions, and put clear actions into place to proactively address problems on a daily basis
• Demonstrated resilience and ability to quickly engage with change
• Demonstrated planning, prioritisation and organisation skills

How to Apply - BTS

Sound like a good fit? Apply now.. We'd love to hear from you!

During the recruitment process you may be required to complete pre-employment screening tests which include a criminal record check.

At GWF we strive to create a place where everyone belongs, everyone is valued, and everyone has equal opportunity. We encourage applications from people of all ages, nationalities, abilities, and cultures – including Aboriginal and Torres Strait Islander peoples, the LGBTQI+ community and people living with disability.

So we can get to know you in the best possible way, we're happy to adjust our recruitment process to support accessibility needs. Let us know your needs in providing a positive, barrier-free recruitment process via email to laura.armstrong@gwf.com.au.