Service Desk Lead

Service Desk Lead
Location: Remote (Australia)
Reports to: Managing Director, Sports & Leisure
About the Role
ThinkSmart Software (part of the ClearCourse Group) is a growing SaaS business supporting children’s activity providers across the AUS. We’re looking for a Service Desk Lead to manage a small support team while improving how service desk operations are delivered, measured, and scaled.
About You
Experience in a Service Desk or IT Support environment
Previous team leadership or supervisory experience
Strong understanding of incident and problem management
Comfortable analysing data and driving improvements
Ideally experienced in a SaaS environment
Requirements
Act as senior escalation point for complex support issues
Lead, coach, and manage a small service desk team
Analyse support data, trends, and performance metrics
Improve ticket categorisation, reporting, and processes
Enhance knowledge base content to drive self-service
Provide customer insights, identifying recurring issues and root causes
Collaborate with internal teams and external partners to improve outcomes