Key Facts

Remote From:

Australia

Category: Help Desk Technician

Full time

Mid-level (2-5 years)

English

Hard Skills

Problem Management Help Desk Support Incident Management Cross-Functional Collaboration KPI Reporting Self Service Technologies Escalation Management Scale (Map) Analytics Knowledge Base +6 more

Other Skills

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Team Leadership
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Coaching
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Communication
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Teamwork
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Analytical Thinking
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Problem Solving

Roles & Responsibilities

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

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

ClearCourse

About ClearCourse

We’re a software and payments business founded in 2018 with investment from Aquiline, a New York and London-based private equity firm. Operating across five divisions - Business Services, Events & Leisure, Membership Services, Payments, and Retail & Hospitality – we provide over 30 different software solutions that are fundamental to small and medium-sized enterprises (SMEs). As a company, we’re entirely guided by our FAIR™ values – Future-Proofed, Approachable, Integrity, Responsible – and we champion and celebrate diversity, equity, and inclusion. Our sites are bursting with the enthusiasm and expertise of more than 900 ClearCoursers that serves over 20,000 customers and countless consumers across the UK and Ireland. Our vision is to build a brilliant software and payments business, and our mission is to build it with the best people and products, and by integrating our software and payments platform, to deliver the best solution for our customers. We’re strongly advocating for Working Better Together™ - software gets better and more effective when it integrates with other software, and teams get stronger when we can bring brilliant people together.

Founded: 2018

Company size: 1001 - 5000

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Job description

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 UK. 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.