Job Description

We have an exciting opportunity for an experienced and proactive Service Desk Team Lead to oversee the day ‑to ‑day operations of our Australian IT Service Desk. Reporting to the Regional Technology Head, APAC, you will lead a national team delivering high ‑quality first ‑line technical support across our Australian offices.

This position can be based in either our Sydney or Melbourne office and will operate on a rotating roster of 8:30am–5:00pm or 9:00am–5:30pm, depending on business needs.

The role

The Service Desk Team Lead plays a key role in ensuring a consistently high level of customer service experience, operational excellence, and reliable technology support. You will drive service consistency, develop team capabilities, and collaborate closely with both local and global technology teams to support organisational goals.

Daily responsibilities will include but not be limited to:

• Team Leadership & People Management
  • Lead, mentor, and develop the Australian Service Desk team.
  • Run regular 1:1’s, coaching, team meetings, and performance reviews.
  • Foster a positive, high-accountability culture focused on quality and continuous improvement.
  • Manage workload allocation and ensure consistent national coverage.
• Service Desk Operations
  • Oversee daily Service Desk operations across Sydney, Melbourne, and Perth.
  • Ensure timely incident and request resolution, meeting SLAs and quality standards.
  • Maintain accurate ticket logging, categorisation, and resolution.
  • Build strong stakeholder relationships and act as an escalation point.
  • Support core technologies including Windows OS, O365, Microsoft Teams, OneDrive, iManage, VPN/Citric, and mobile device management.
  • Assist with hardware development, procurement, and lifecycle refresh.
  • Ensure compliance with security, risk, and governance requirements.
  • Contribute to IT projects, including software updates and workplace technology upgrades.

Skills and Experience

To be successful in this role, you will bring:

• 2+ years’ experience supervising an IT Service Desk or IT Support team.
• Advanced practical understanding of Microsoft technologies, end-user computing, and enterprise collaboration tools.
• Proven ability to motivate, guide, and develop team members across multiple office locations.
• Strong organisational and prioritisation skills.
• Competence in troubleshooting across networks, endpoints, authentication, and remote access.
• Experience with iManage or other DMS platforms (highly regarded).
• ITIL certification (highly regarded).
• Exceptional communication and interpersonal skills, including the ability to translate technical concepts for non-technical users.
• Demonstrated ability to build strong, collaborative working relationships.

Why join Pinsent Masons?

• We have a global reach and a local feel. With 29 offices and 1500 lawyers operating across Asia Pacific, Europe, Africa and the Middle East, you'll be exposed to domestic, international and multi-jurisdictional high-profile work, yet be in an office where everyone knows your name.
• We do things a bit differently Legal services are at the core of our business; however, we have diversified into other areas providing complimentary services to clients through offerings like Brook Graham and Vario flexible services.
• We like to be flexible. Our firm is professional but also relaxed, you can dress for your day and in your own style. We also promote practices that support wellbeing, mental wellness and work/life balance so that everyone can thrive at work and at home.
• We're lots of fun and very inclusive. Proud of our leading reputation for diversity and inclusion, we have created an open environment where everyone can bring their whole selves to work. You'll also have plenty of opportunities to participate in, and even run, social activities, diversity and inclusion networks, and charitable initiatives.

Diversity and Inclusion

At Pinsent Masons we value diversity and inclusion. We are committed to creating a better workplace where all our talent can succeed and feel like they belong. We want to attract, retain and develop people at all levels and encourage applications from all suitably qualified candidates whatever your ethnicity, religion, age, physical or mental disability/long term condition, sexual orientation, gender identity or expression or any other characteristics protected by local law in the jurisdictions in which we operate.

Applications

To be considered for this role, please upload your resume and any supporting documents via this advertisement.

This role is being managed directly by the Pinsent Masons Talent Acquisition team. Should we require agency support, we will reach out to our preferred suppliers.